Forum Discussion

PippyT89's avatar
PippyT89
Tuning in
6 hours ago

House Move - Cannot View Account

Has anybody else actually gotten their account properly linked to their new property after a house move? No matter what I do my email brings up my old address/account details. 

I flagged my move in October. My broadband was finally installed at the start of Dec (delayed for over a month, but that's a horrific story for another time). Once the BB was installed I flagged to the engineer that my account and app were showing my account as 'closed' and had been for over a month by that point. I was assured this would sort itself within a few hours. I had previously flagged this to multiple advisors on the phone and on webchat while I was dealing with the mess of my BB Installation. 

Since the start of December I've now spoke to over 9 different advisors on here going through a vicious cycle of having to constantly verify my identity when I simply want the fault to be resolved or even just an update on what the heck is going on. I originally got one IT ticket raised to remedy the fault but it was seemly ignored. A 2nd IT ticket was raised 3 weeks ago and I've yet to have an update of any kind.

I raised a complaint via the webchat team 2 weeks ago to try to get some traction on this non-moving issue. Today I've gotten an email saying my complaint is resolved as the fault has been fixed remotely...

Surprise surprise it's still not fixed!!! 

Please can someone tell me they actually got this issue fixed without having to change their email address? I don't understand why my account isn't linking up, especially when I'm getting these misleading complaint resolution emails 😐

6 weeks since my BB installation and I cannot access my account; this isn't right.  

account
complaint

1 Reply

  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 hours ago

    I notice in the other thread  <here> that you subscribed to for help, that two other forum  advisors have been trying to help (one of them has since retired) and it looks like it was passed to the IT team to process.

    Have you actually spoken to the Homemovers team about this (option 4 when dialling 150 from a VM landline or 0345 454 1111 from any other phone?)  They should have created a  process called 'Move and Transfer' when you started your home move. This process should move over your current (original account) email address (es) and also update My Virgin Media allowing you to continue as before the home move.   

    (Virgin Media systems always create a new account for home moves. When a customer moves the account number changes, because the account number sits with the property and not the customer)

    If the Homemovers team can't complete the Move and Transfer process then it will need to be manually updated which is probably why it was passed to the IT team (although it may have been passed there as the forum team members that tried to help you didn't have the correct permissions or access to the appropriate system to process it themselves).