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hellojaytee's avatar
hellojaytee
Just browsing
24 days ago

New broadband user issue with Virgin Media and Virgin O2 linking account

Hi there,

I very recently (last Friday) signed up for Virgin Media Broadband. My router got delivered yesterday (Tues 22nd July) but in my contract email that I received before its arrival it stated: 'First things first: if you haven't set up your My Virgin Media account, now's a good time to do so. You'll be able to track your order progress and keep on top of your account at the touch of a button. Just so you know, it can take a couple of hours before your account's up and running.'

I tried to set up my account, and it has linked up with my O2 account (as I'm an existing O2 mobile phone user) but when trying to register a Virgin Media account it says that I need to link with Virgin O2. It doesn't give me any other option. When I enter in my surname, account number, and area code it says that it's found my account but that it has a different email address. The only option it then gives me is to enter in the 'correct' email address. But when I enter in my email address that I have signed up to Virgin Media with, I get an error saying 'Email address doesn't match. Remaining attempt:[number of attempts remaining goes here]'

I've tried to resolve this issue through the chat three times and it's not worked. I've spoken to three different people on the phone without resolving. So please can someone help to set this up?

2 Replies

  • Jue65's avatar
    Jue65
    Settling in
    24 days ago

    I'm in the same situation as you I spent 5hrs on chat yesterday with Alex only to finally be told it's an I.T. issue and someone will get back to me. I was told the sign in issue only started for new customers last wk..But people have had this issue for wks... so back to chat again

  • hellojaytee's avatar
    hellojaytee
    Just browsing
    24 days ago

    Yeah, the people I spoke to on the phone weren't helpful at all. They basically said that I can't set up a Virgin Media account until my router had been set up and my broadband connection. But that was just wrong as I still have the same issue and the original email with all the info was encouraging me to sign up anyway.

    I was on the phone again this morning to the complaints team who have said that there will be someone from the IT Support team calling me back in the next 3 to 5 working days but I hardly imagine that will happen if other user experience is anything to go by. I've heard the Community Forum moderators are pretty good though so I'm just hoping it can be resolved on here.

    Virgin Media really do need to sort themselves out Customer Service wise as I don't think I've had a more frustrating experience that with them. Countless AI Switchboard messages where no matter what you say they can't understand you and then put through to call centres that really do lack the required training to resolve any issue at all.