Forum Discussion

Hpepe159's avatar
Hpepe159
Joining in
4 months ago

Linking existing Virgin Media A/c To Virgin Media/O2 account

I have been a Virgin Media customer for a number of years and connected with that i have an email address ...@ntlworld.com

Recently as requested when trying to access my account I was asked to register an account with Virgin Media/O2, which I did using a .gmail account.

Subsequently I was asked to link the VM/O2 account with mt Virgin Media account. I provided the deatils of my Virgin Media account and my ...@ntlworld.com email address. 

It then said it will send a link to my @ntlworld.com account that will expire in 15 minutes.

The problem is I cannot sign in to my original email account to verify the link. I have tried several ways to access My Virgin Media account, but I either get routed to a "Sign in or register for Virgin Media O2" screen which  takes round the loop of asking me to link my Virgin Media account or I reach a screen that tells me I cannot access a page because I haven't linked my VM/O2 account  to a Virgin Media account.

I am totally exasperated in going round in circles!

HELP

4 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 months ago

    Hi Hpepe159 

    Thanks for posting and welcome to the community. Apologies for the issue with the online account log in. We've no access from here to change the email for the verification link. 

    Please call the team on 150 / 0345 454 1111, they can go through this with you and when changed, this should fix the verification issue.

    Best wishes.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 months ago

    I suspect the problem is using the NTL email to verify, might have been better to send the verification to your Gmail?

  • Hpepe159's avatar
    Hpepe159
    Joining in
    4 months ago

    Hi Adduxi,

    The issue began after I had registered a VM/O2 account using a .gmail address.

    It then transpired that when I tried to go to "My Virgin Media" account where I have had a .ntlworld address, it said I needed to link the VM/O2 account to my Virgin Media account.

    It then verified my .gmail account, but then stated that my existing Virgin Media account had a and email address (the .ntlworld one) and it would send a link to my .ntlworld address to verify.

    The problem is I cannot do that because when I try and access the Virgin Media email it says:

    You cannot access this page because you do not have a linked account!

    So I am stuck in an endless loop.

    I contacted customer support (as suggested above).

    They went through a couple of things with me and said they had looked at my account and the VM/O2 and Virgin Media accounts were linked.

    I then happily went away to sign in to "My Virgin Media" and on doing so, it informed me:

    YOU CANNOT ACCESS THIS PAGE BECAUSE YOU DO NOT HAVE A LINKED ACCOUNT 

    Aggggghhhhh bleep bleep

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      4 months ago

      Thanks for coming back to us, Hpepe159. Please call the team on 150 / 0345 454 1111, they can go through this with you and when changed, this should fix the verification issue.

      Kind Regards,

      Steven_L