Forum Discussion

KempJ's avatar
KempJ
Joining in
3 days ago

New package not showing in account

Hello. Reading around, this seems to be a recurring problem for people.

We signed up for a broadband package, but for various reasons we ended up cancelling within the 14 days cool-off. We subsequently purchased a new broadband package.

Our problem is that when I log into our My Virgin Media account it only shows the old (cancelled) package, not the new one. That means we can't view bills, update settings, etc. The account number shown in the Account Settings page is the old one.

Can we have our My Virgin Media account updated to show the new package?

Thank you.

account
Broadband

1 Reply

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

    Hi KempJ, 

    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 still seeing the old VM account details when logging in to My VM. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    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,