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Dave2058's avatar
Dave2058
Joining in
2 years ago

Moved home and can’t access new account

Hi

I moved house just over and a month ago and despite 10 calls to Virgin Media I am still unable to access my new account. When I login with my email it gives me the old account which has been closed. If I use a different email to register for the new account it tells me that the account belongs to the old email.
Each time I call Virgin I start in a call centre before being transferred to Faults. They look up the ticket number and talk to IT support. Then they tell me it will be fine in 48 hours or 24 hours or even at end of the day. Off course it never is. 
Each call takes an average 50 minutes which is a waste of my time and theirs. 
I’ll continue making a call every day, but am hoping that someone on the forum can get it resolved.

It seems crazy that what appears to be a simple and common fault can be so difficult to fix. 

1 Reply

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  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Dave 👋.

    Thanks for reaching out to us and welcome to the Community Forums, apologies that you are having issues with your new account login. When moving you will be given a new account number, for online purposes we do ask that customers use an alternative email address to create a new account, if this not possible then we can merge the accounts together. 

    For this, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina