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Em6's avatar
Em6
Joining in
11 months ago

Moved house account not linked

Hello, I moved house in April, and transferred my services from my old address to my new one, and kept the same package but hot a new account number. I now have a new account number, but the old account nunber is still connected My VM account so i can't see my new bills only the old ones from my previous address. I have contact VM several times, and been told they need to do a Move & Transfer, but every time I contact them, I’m told they’re working on it, but nothing’s changed

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

    Hi Em6 

    Thanks for posting and welcome to the community. Hope the house move went well 🙂

    Yeah there would be a new account number as it's a new property but the online account is a Move and Transfer process. Takes 24 hours to do normally so apologies not sorted. I'll send you a PM and we can investigate and hopefully bring this matter to resolution.

  • natman27's avatar
    natman27
    Joining in
    9 months ago

    Hi there, i have been having the same issue since i moved in March, whenever i log in on the app or website, it takes me to my old account. 

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team (Retired)
      9 months ago

      Hey natman27 Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

      I'm so sorry to hear about the issues you are having with the My Virgin Media app. 😢
      It does seem as if the account is still linked to the old one.

      Not to worry - we can get this resolved for you! 🙂
      I will send over a private message to provide support.

      Kind regards,
      Ilyas.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      24 days ago

      Hey chopkins, thank you for reaching out and we are sorry to hear about this issue.

      Are you looking to use the sme email or a different one?

      If its the same email we would have to do a move and transfer, do let us know