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jimgironde's avatar
jimgironde
Dialled in
2 days ago

I cant solve linked log in

O2/VM account problem.

I have read scores of posts on similar problems but none solves it for me.

We are not new customers having been with VM for years with Volt. Our 2 mobiles were transferred to O2 a couple of years ago.

So we had 3 accounts i.e., a VM account and 2 times O2 accounts.

We also had 3 email accounts. We had a VM email which was only used for VM “housekeeping issues” plus we had 2 Blueyonder emails. The O2 monthly bills were sent to our Blueyonder addresses.

Okay, so a few days back we tried to log into one of the O2 accounts using the Blueyonder email address. We got the message saying the email was not a VM email and therefore not recognised. The same thing obviously happened with the second O2 account.

I then googled and came across the issue that seemed to crop up a few months back. I would add that we have never received emails about the merger of online accounts and actions to take.

So, I am now going around in circles!

I have logged into O2 using my VM email and it accepted that but stated that no mobile phone was linked to it. It gave the option to add an O2 phone, but when I put in the number it states that is linked to another online account.

I have linked the VM and O2 accounts. When I go into it my VM details are there i.e., account number etc. But on the O2 section it merely states that I am an “O2 community customer” It doesn’t allow me to add any information?

How do I break this cycle please?

5 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 days ago

    Hello jimgironde

     

    Sorry to hear of the VMO2 ID issues experienced, we appreciate you taking the time to raise this via the forums.

     

    When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

     

    If you skipped this step during registration, follow these steps:

     

    • Sign in with your Virgin Media O2 ID
    • Go to Account settings, and then ID settings
    • Tap Manage your products
    • Navigate down and choose either Link your Virgin Media account or Link your O2 account
    • Follow the on-screen instructions
    • jimgironde's avatar
      jimgironde
      Dialled in
      2 days ago

      Robert, thanks for the reply.

      I can confirm my email used for Virgin Media O2 ID, is my original VM email.

      However, when I follow your listed steps and tap manage your products, I do not get any "link" options.

      What I get are details of my VM account, but in the O2 section it just states I am an "O2 Community Customer" with no clickable links?