Forum Discussion

LewLeos's avatar
LewLeos
Settling in
18 days ago

Issue Linking Virgin Media Account to Virgin Media O2 ID

Hi all,

 

I'm having trouble linking my Virgin Media account to my Virgin Media O2 ID.

 

When I try to connect them, I get the following message:

 

> We’ve found your Virgin Media account

However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID.

If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to.

We’ll then send an email to that email address to approve the transfer.

 

 

 

The issue is, I’m using the same email address I originally used to register with Virgin Media, so I’m not sure why it’s saying there’s a mismatch.

 

Has anyone else experienced this or know how to resolve it?

 

Thanks in advance for any help!

 

Best,

LewLeos.

3 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    18 days ago

    Hey LewLeos, thank you for reaching out and we are sorry to hear about your account issues, also a warm welcome to the community.

    Please make sure you are active and installed before making an account otherwise this will not work. Cheers 

  • LewLeos's avatar
    LewLeos
    Settling in
    18 days ago

    Hello @Matthew_ML,

    Thank you for your reply. I trust you're well.

    It seems, that I cannot activate my account, as when I call the activation phone number, the bot asks me to share my account password, which I don't have, as I use passwordless setting. 

    My Hub 5 is blinking red and service status says "Your service hasn’t been installed yet". 

     

    Thanks in advance for any help! 

    Cheers

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      18 days ago

      Hi LewLeos thanks for your reply. 

      So the account password may be phrased otherwise as your memorable word, which is something that you would have set up at the time of sale.

      Does this help at all and you can perhaps try again?