Forum Discussion

Kartman's avatar
Kartman
Just joined
14 hours ago

Not able to link virgin media account to virgin media O2 ID account

I'm a new Virgin Media customer and have received emails regarding my contract details, sent to the email address I used to set up my account. The instructions said to create a My Virgin Media account by registering a Virgin Media O2 ID account, which I did. However, when I attempted to link my newly created Virgin Media O2 ID to my Virgin Media account, I ran into an error stating:

"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."

I copied and pasted the email address from my contract documentation to ensure accuracy, but despite confirming multiple times, the system still rejects it, claiming the addresses don't match.

Has anyone encountered this issue before or know what might be going wrong? Is it a glitch, or is there something I'm missing in the process? Any advice or guidance on how to resolve this would be greatly appreciated.

2 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    5 hours ago

    Hey Kartman, thank you for reaching out and we are sorry to hear you are having some trouble linking your accounts up, also a very warm welcome to the community.

    Just to confirm sorry, are there two emails on file or just one?

    What happens when you go down the forget email / username route? 

  • EdwardLT's avatar
    EdwardLT
    Just joined
    2 hours ago

    Hi there, I have this exact same issue. I have used the same email address to set up my account, and to set up my VM02 ID account, but it claims they are different and therefore they cannot link. Entering my email address again leads to an error saying 'Email address doesn't match'. There is no forget email/username route to select.