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Amardesai1's avatar
Amardesai1
Joining in
6 days ago

"Invalid email" when trying to link O2 account to Virgin Media

I have recently started a broadband contract and I need to manage my account as my installation date is coming up soon.

When I registered for my virgin media, it keeps forcing my to link it to my O2 Virgin account ( I guess because I used to have an O2  account for my phone contract that was merged into an o2 VM Account)

After entering my account number and area code, it shows me a message saying "The virgin media account we found doesn't make the email on your VM O2 account, please enter the email you used on your VM account to link them".

I don't know what virgin media account it's trying to link to by I've only held 3 email addresses in my life years and I've tried them all. Also I'm not sure which VM account it's referring to because I think it used to hold one in uni for broadband, and one on an old virgin media phone contract. Or does it mean this one I literally tried to set up for this new broadband?

I have been trying this every day for a week because after 5 attempts it blocks for 24 hours! I can't unlink them, I just have to come up with this email address that apparently was on an old VM account but I don't know it or the system is broken. How do I go forward from here and set up my my virgin media account? Can someone please message me.

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1 Reply

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    5 days ago

    Hi Amardesai1 👋 welcome to the community forum! Thanks for posting. 

    Sorry to hear about these difficulties getting signed up to My VM after joining our services. As your services are not yet installed and active, you may not be able to fully access the platform, along with any of it's features. (This is as there won't be an active services account to link to.) This isn't too unusual, and did happen on occasion before the recent linking of My VM and My O2. 

    Don't worry! Regardless of your My VM status you will still receive;

    • SMS confirmation of their engineer appointment
    • Email updates with further details

    Some other members of the forum have found a work-around to register which may work for you. If you'd like to try it, there's more information in the thread here 👉  https://community.virginmedia.com/discussions/ManageAccountCable/solution-to-vm-linking-problem/5655949

    If you continue to have issues with access once your services are installed and active - please let us know! We can then offer further support if needed. Thanks for your patience in the meantime! 🌞