Forum Discussion

adishree's avatar
adishree
Settling in
3 days ago

New Customer Unable to link account

Hi, 

I have followed all the steps to create a Virgin Media 02 ID and link it with the account number for the product. I have tried to link it through "Manage your products", but still it won't work. I've only ever used one email address with Virgin Media (the one I signed up with), and I receive all the verification emails for the security checks. But when I try to link the account, I keep getting the following message: 

I have tried literally everything, including switching browsers and trying from Bing, but nothing is working. I'm a new customer and this is getting extremely frustrating, especially as I can't track my order or access anything on the account before my broadband arrives, i.e. tomorrow. 

Can someone please check this and help me link my account?

thanks. 

8 Replies

  • adishree's avatar
    adishree
    Settling in
    5 days ago

    My broadband hub is supposed to arrive in a few days, but i still can't link my Virgin Media account or track my order. I'm getting the same issue as others; it says my account is linked to a different email (the same one i signed up with), even though I have only ever used one as I'm a new customer. I can't access anything. Please fix this ASAP. 

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      4 days ago

      Hello adishree

       

      We're sorry to hear of the issues linking your Virgin Media account, we appreciate you taking the time to raise this with us via the forums and welcome to the community.

       

      We have help here with a section specifically for VMO2 ID queries a little further down. One of the options is in regards to linking and advises the below:

      When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

       

      If you skipped this step during registration, follow these steps:

       

      • Sign in with your Virgin Media O2 ID
      • Go to Account settings, and then ID settings
      • Tap Manage your products
      • Navigate down and choose either Link your Virgin Media account or Link your O2 account

       

      Follow the on-screen instructions

    • adishree's avatar
      adishree
      Settling in
      3 days ago

      Hi, 

      Thanks for the reply. I've followed all the steps mentioned. I've tried linking through "Manage Your Products", but it still doesn't work. I've only ever used one email address with Virgin Media (the one I signed up with), and I receive verification emails there. But when I try to link the account, I keep getting the same message: 

       

      I've tried everything, even switching browsers and trying from Bing, but nothing works. I'm a new customer, and this is becoming really frustrating, especially since I'm unable to track my order or access my account information before my broadband hub arrives, which is scheduled for tomorrow. 

      Can someone please check this and help me link my account? 

      thanks. 

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

        Hi adishree 

        Welcome to our forums, and sorry to hear you are having issues with your login and when trying to link your accounts. We can see you have already sent us a message on a separate thread. We have sent you a response there. Please get back to us when you can 😊

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

    Hi adishree 

    Welcome to our forums, and sorry to hear you are having issues with your login and when trying to link your accounts. We can understand the frustration caused as a new customer, and we want to best help from here. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

    • adishree's avatar
      adishree
      Settling in
      2 days ago

      Hi, 

      Thanks for your reply. However, I'm not able to respond to your message. I've typed everything out, but when I click the reply button, nothing happens. After a few times, I got an error saying: "Message Failed to Send, you have reached the maximum number of messages allowed to send. Try again later."

      There is no indicator that the message was sent. 

      What do I do? Has it come through for you?

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

        Unfortunately, we are unable to see the message from you. Are you able to try again (via private message) and let us know if this error occurs?