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Kartman's avatar
Kartman
Settling in
11 days 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.

48 Replies

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  • Dee221's avatar
    Dee221
    Settling in
    9 days ago

    Also a new customer here, only set my account up yesterday and having the exact same issue. 

  • EdwardLT's avatar
    EdwardLT
    Settling in
    10 days 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. 

    • Stupot69's avatar
      Stupot69
      Settling in
      6 days ago

      Hi,

      I am having the same problem. I cannot link my account to the virgin media ID. I know that virginmedia spelt my email address incorrectly but I phoned & they updated it. I don’t want to phone again as it takes forever to sort out an issue. 

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

      Hey EdwardLT, thank you for reaching out and a warm welcome to the community, we are sorry to hear about your account issue.

      Please can you try and register for a new account like you did when you joined us day 1 this should fix your issue.

      Do keep us updated. 

      • EdwardLT's avatar
        EdwardLT
        Settling in
        10 days ago

        When you say register for a new account, do you mean a new VM02 ID account? It hasn't seemed to work so far. Every avenue I go through leads me back to having to link accounts, which doesn't work again. I only use one email address. Do you need me to delete my VM02 ID account? (I'm not sure that I can given the limited range of options I have access to). 

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    10 days 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? 

    • Kartman's avatar
      Kartman
      Settling in
      10 days ago

      There is just one email but it says it does not match when i try to link my accounts. when I go through the 'forgot my email' route, I see the "[object Object]" error.

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        9 days ago

        Hi Kartman 

        Are you able to provide us with an image of your error you're seeing? We'll show this to the team on our side to investigate further. 

        Ensure all personal information captured on the screen is removed/blocked.