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serishasunner's avatar
serishasunner
Just joined
2 months ago

linking virgin media account to virgin media O2 ID account

Hi all - hoping posting here can shed some light on this whole process. I am a new customer with virgin media, and have just been sent all the emails through with my contract etc. on the email address I used to set up the account. The emails said to set up the My Virgin Media account, so I clicked the link and registered my Virgin Media O2 ID account. It then said to link that account to my Virgin Media account, however when I did so, it said that the email accounts don’t match, even though I used the same email address for both:

“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.”

So I put my email in (the one from which I received all emails about my contract setup), but it is saying the email address doesn’t match even though I literally copy pasted it from my contract document. It gave me five attempts to put my email in and the same error message came up each time - I now have one attempt left and don’t want to use it in case my account gets blocked. Please could anyone advise on what I’m doing wrong or if this is a glitch or something?? It’s a bit of a niche problem I think, and I couldn’t find anything on the FAQs! I feel like I’m going insane because I’ve checked the email so many times to make sure there are no typos or anything but it’s still not working!

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  • Piggymc's avatar
    Piggymc
    Settling in
    14 days ago

    I'm also having this issue as a new customer. Can someone at Virgin please contact me to resolve? 

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

      Thanks for coming back to us saemsyn, do please check out the envelope in the top right hand corner for a private message from me, and we'll likely need to report this back to our IT team.

      Thanks,

      David_Bn

  • ckyduck's avatar
    ckyduck
    Settling in
    13 days ago

    Im also having the same issue,can’t link to my account,it said that it’s different email

  • Trevlee's avatar
    Trevlee
    Settling in
    12 days ago

    I am also unable to link due to different email address....which is the same.

    I am having this exact issue, please help

  • Watergirl9's avatar
    Watergirl9
    Hanging out
    12 days ago

    People need to see what this person has said a few times:

    It is a link to an old page for registering with Virgin, that works to allow people to link.~
    Despite talking to Gareth in messages, who was lovely but ultimately didn't help or suggest this option, I managed to get linked from following that link.

    However, Virgin/o2 didn't actually order the 3 SIMs that I have sat waiting for because apparently when you order 3 SIMs, they need to do further checks.

    Instead of informing me of this, apparently it was just rejected as an error and no-one contacted me.
    Until I contacted them.
    And then they couldn't find the order (even though I sent the contract showing the order to them).
    And then they could.
    But it wasn't ordered.
    But they could order it.
    But I would have to do PAC requests for all of them again.
    And wait AGAIN.

    For an account with a company that cannot even set up a website that allows you to link the accounts for a product that has been created (VOLT) specifically to sell the benefits of using o2 and Virgin together. 

    Perhaps they could pull back some stakeholder dividends and invest it in I.T. With it being a telecoms company and all that. 

    For anyone else going through this painfully laborious process, you might want to consider whether it is worth it.

    Today I received a text saying, 'Hi it's Virgin Media. This message is to confirm we have cancelled your installation.' No email, no call, no explanation. No doubt they'll be amenable to paying me a cancellation in less than 24-hour notice charge.

    My neighbour has had 2 of these cancellations with no explanation.

    Meanwhile, back at Head Quarters: Virgin Media O2 and Daisy Group announce plans to create new communications and IT giant - Business Live

    The irony of being a communications company who cannot communicate. 
    "Virgin Media O2 has unveiled plans to form a new communications and IT behemoth, which is anticipated to have a turnover of approximately £1.4bn." They'll have a 70% stake. Hope Daisy Group is aware of who they're getting into bed with.  

  • Karen221's avatar
    Karen221
    Just browsing
    2 days ago

    Hiya. I had the exact same problem. I was beginning to think I had done something wrong but no it’s a problem on their part, I’ve no idea how they sorted it but someone from Virgin replied to my message on here and eventually they raised a ticket and it finally got sorted literally Monday just gone and I signed up on the 14th of July, so it’s taking about 3 weeks. You’re not doing anything wrong though, it’s got to be some sort of glitch that someone knows how to fix it 🤷‍♀️ Good luck everyone 😊

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      22 hours ago

      Hey Karen221, thank you for reaching out with an update we are glad this got sorted in the end.

      We are sorry it took this long, if you need anything in the near future you know where we are.