I have subscribed to broadband recently. To manage my account, I created a Virgin Media O2 ID first, which then forced me to create a linkage with my Virgin Media account using my email address. However, it appears that the email address on their file is [Object object].
No relevant option on their phone line to resolve this.
You're not the only one - there's tens of posts in this forum since Tuesday about this issue, including myself :-(
I suspect it might be a case of just waiting and trying each day for a few days to see if it's resolved; I suspect no-one at VM knows how to fix it apart from the software development team. ¯\_(ツ)_/¯
Forum TeamHey KG1053, thank you for reaching out and a warm welcome to the community we are so sorry to hear you are having some issues with making an online account.
What error messages are you getting?
Are you making an account from fresh or is it an existing one?
Hi Matthew,
The problem persists even today.
I have recently subscribed to VM broadband (broadband only) and I am trying to register.
I was able to create a Virgin Media O2 ID. However, when I verify and try to log in, it forces me to link it to the Virgin Media account. There is a "skip" option available, but if I skip, I receive the following message on the error webpage:
"""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.
If you don't want to link your account now, go to your Virgin Media O2 ID and Security settings."""
When I try linking, it asks for my surname, account number, and area reference number. It then mentions that it has located the account but says:
"""We’ve found your Virgin Media account.
However, this account is linked to an email address that’s different from 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 use the account details that I used to liaise with Virgin Media during the account opening. However, when I try, I receive the following error message on the login page:
"""Email address doesn't match. Remaining attempts: 1
Please try again."""
I would like to urgently change the payment method. All other options would require a great deal of trial and error (dealing with your AI-enabled chatbot, etc.), and I am unable to spend time on it.
I would appreciate it if you could look into this.
Forum TeamHello KG1053.
Thank you for explaining what's happened.
We can have a look at changing the payment method from here for you.
If you don't mind, I'll need to send you a private message to pass security.
If you can check the envelope at the top right of your screen, that would be great.
Gareth_L
This worked for me. Thanks to the VM community. [Solution] to VM linking problem | Virgin Media Community - 5655949
