Forum Discussion

ka37's avatar
ka37
Settling in
4 days ago

New Customer - unable to link Virgin Media to Virgin O2 ID

Like everyone else here I'm unable to link my Virgin Media account with my Virgin O2 ID, despite using the exact same email address for both.

This is getting ridiculous - I've been trying pretty much everyday since Tuesday trying to link these two accounts and despite your recent post saying it's being resolved - this is clearly not the case for me and many many many other people.

The help guides you keep linking people to are useless as it's clearly an issue with your back-end systems and not something an individual user can resolve.

I'm a new customer and need to link the 2 accounts so I can log in to check & manage my virgin media contract - it's ridiculous that you've implemented a login process that clearly wasn't tested sufficiently before it was rolled out and have made it so there is no other way to log in and manage your account.

Please can you provide an update about whether your tech teams are even looking into this instead of just repeating the same advice to everyone that doesn't actually resolve anything.

13 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    3 days ago

    Hi Ka37,

    Thank you for your post and welcome to the community.

    We're very sorry to hear about the issue you're having with your online account. 

    To confirm, have you been able to try this via different web browsers/devices to see if there is any change?

    ^Martin

  • ka37's avatar
    ka37
    Settling in
    2 days ago

    Hi Martin, I've tried using multiple devices and browsers, everyday with no change

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

      Hey ka37, thank you for reaching out and a warm welcome to the community, we are sorry to hear you are having some account issues.

      Please can you try and register with a new email for a new account, this should fix the issue.

      • ka37's avatar
        ka37
        Settling in
        15 hours ago

        Hi Matthew, I have a single email address that I use for all things - I dont want to have to create a new email address solely for virgin. Surely this cannot be the only possible fix for this issue?