Forum Discussion

TDHori's avatar
TDHori
Tuning in
9 days ago

New customer, cannot link accounts.

I'm a new customer and have took out a deal that is part of the Volt packages. Ive been able to set up and link my O2 account but when i try to link to do this for the Virgin media account, i get the following message

We’ve found your Virgin Media account

However, this account is linked to an email address that’s different to 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.

Ive been with virgin media a couple of years ago and used the same email address, never used a different email but i dont know if that is the conflict? my service isnt actually live yet but in the emails ive received from Virgin, they invited me to setup the account so i can track my order and this is the issue above, can anyone help?

21 Replies

  • pinkmonkeypants's avatar
    pinkmonkeypants
    Just browsing
    24 hours ago

    Been having the same issue, an IT ticket has been raised for me, haven't heard anything since, still having the same issue. Quite annoying.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      22 hours ago

      Hi pinkmonkeypants, 

      Thank you for your post. We're sorry to hear about the issue you've had with your online account. 

      It sounds as though the team are working to get this resolved for you. 

      ^Martin

  • paulkennedy5's avatar
    paulkennedy5
    Settling in
    2 days ago

    Exactly the same issue here too, only signed up yesterday and cannot get my accounts linked to change some options. Email address is correct, I cannot get in to raise a ticket.

  • xsmiggax's avatar
    xsmiggax
    Just joined
    2 days ago

    Exactly the same problem here too. New customer and have never been a virgin customer prior so not sure what address they could have that's different!

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    8 days ago

    Hi both, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're both new customers and having issues with linking My VM to your VM O2 ID. This is something we're aware of but will need to raise an IT ticket to the relevant teams. 

    I'll need to confirm some information with you both to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks, 

    • AmberMillham's avatar
      AmberMillham
      Settling in
      2 days ago

      I am a new customer and am having the exact same issue, please direct message me the same. Thank you.

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

        Hi AmberMillham,

        Thank you for your post and welcome to the community.

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

        To confirm, what error message are you getting when trying to link the account?

        ^Martin

    • Rmess's avatar
      Rmess
      Settling in
      4 days ago

      I too am having the same issue, it's a frustrating endless loop. Could you please as me also.

    • ZLeannea's avatar
      ZLeannea
      Settling in
      8 days ago

      Good evening,

      I am also having the exact same issue...  new customer, exactly the same problem. I am an old (ex) Virgin Media customer as well, so something might just not be cleared off on your system, just like everyone else here.

      Can i raise a ticket please to resolve this issue please?  Not having access to billing information is a bit of a dealbreaker unfortunatley.

      Many Thanks

  • hellojaytee's avatar
    hellojaytee
    Just browsing
    9 days ago

    I'm having the exact same issue as you are. I followed the link the same as you to set up and got the exact same issue. And I'm 100% sure that the email address I'm entering is exactly the right one for the account. But after being locked out after multiple attempts I then tried the following day with every single other email address I've ever owned to no avail.

    I've asked their 'Customer Support Chat' 3 times now and they've not been able to help me every single time (whilst also taking an absolute age to reply after every message). I called them on Monday morning as my hub was due to be delivered on the Tuesday and I wanted my account set up ready to go (as the email suggests) when it arrived. I spoke to two different people who seemed to just want to get me off the phone as quickly as possible, and they both just lied and said that your account can't be set up before your hub arrives. So, I wait, hub arrives, set it up, problem's still there.

    I'm currently making my way through another chat which has so far not helped and been on hold on the phone for half an hour. So, no sure anyone is going to be able to help, we seem to just be left on our own...

      • hellojaytee's avatar
        hellojaytee
        Just browsing
        8 days ago

        No, I was on hold for another 10 minutes so hung up, tried to call back and get through to Retentions which then allowed me to speak with someone but they weren't able to solve the issue and just put in a support request to call me back in 3-5 working days...