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benmor1's avatar
benmor1
Just joined
6 days ago

Just got my installation today and already can't get "link" virgin O2 ID to my account

I'm borrowing another user's description since it sounds like we're all experiencing the same problem here;

I am getting an error message telling me the emails on my Virgin Media account and Virgin Media O2 ID don’t match. I have used the same email for both. 
I tried registering and it takes me too a page that says:

Sorry, you can’t access this page

You don't have a Virgin Media account linked to your Virgin Media O2 ID right now. Tap the button below to link your account.

when I try clicking the button to link the account it takes me to a page where I can log into virgin Media O2 ID and then it asks for my details including the Virgin Media account number  after submitting the information I then get this error 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.

I’m not able to access my account if it won’t let me register. 
The same thing happens when I click both the sign in and register buttons on the Virgin Media account page.

I have looked through all the common query links mentioned here and nothing helped. https://www.virginmediao2.co.uk/help/identity/register-or-sign-in 

 

Please can you help me register and link the accounts.

account
complaint
Help
o2 id

1 Reply

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

    Thanks for reaching out to us benmor1, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues you've been experiencing with our services when trying to link your Virgin Media and O2 services together as a brand new customer.

    Check out the envelope in the top right hand corner for a private message from me and we'll likely need to report this to our IT team to see if this can be resolved for you.

    Thanks,

    David_Bn