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Kartman's avatar
Kartman
Settling in
31 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.

66 Replies

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  • KBee1's avatar
    KBee1
    Settling in
    25 days ago

    Hi, 

    did anyone get a solution to this? I’m having the exact same issue. 
    ordered broadband, clicked the link in the email to set up Virgin Media, registered then tried to link the account and got this message saying the emails don’t match. Ive used the same email and received all notifications from virgin account to the same email. There is no other email.

    please help

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

      Hey KBee1, thank you for reaching out and a warm welcome to the community, we are sorry to hear you are having some account issues.

      Please remember you need to be active and installed to make an online account, if you are waiting to be installed this will not work. 

  • Rd_1234's avatar
    Rd_1234
    Settling in
    24 days ago

    Also the same issue - Have contact the helpdesk on 3 separate occasions and no closer to getting it resolved

     

  • KF3138's avatar
    KF3138
    Just browsing
    23 days ago

    I’ve got exactly the same with the installation date in a few days.   I’ve spoken to customer services twice and they say, you can’t set up your Virgin media account until it is installed.  But virgin media keep sending me messages to set it up!!!  🤦🏻‍♂️🤦🏻‍♂️🤷🏻‍♂️🤷🏻‍♂️🤷🏻‍♂️.  I’ll have to see what happens on install day next Tuesday!  

    • JSladen's avatar
      JSladen
      On our wavelength
      23 days ago

      Hi Everyone,

      I have been given a functioning work around by someone on the phone support team, who actually has a clue.

      Go to Bing Search (yes, it has to be Bing), and search for 'Virgin Media Register', and look for the first non sponsored result, which should be titled 'Register My Virgin Media Account' follow that which manages to stay on the original Virgin Media Registration page. Setup your virgin media account there. Once that is setup try and go to the normal login which takes you back to the VirginMediaO2 linking thing, and set up/link again.

      • KF3138's avatar
        KF3138
        Just browsing
        21 days ago

        Wow it worked!!  I’m all set up!!  Well done!  👏👏👏👏👏

  • Jones545's avatar
    Jones545
    Settling in
    23 days ago

    Same issue as everyone else, the responses from Virgin on the forum seem to lead no where.

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

      Hi Jones545 

      Welcome to our forums, and sorry to hear you are having similar issues when trying to link your VMO2 account. We can understand the frustration caused; we want to do our best to help from here. Can you let us know the exact error you get when trying to link your accounts, as seen here? Also, do you have access to both your VM and O2 accounts?

      Thanks,

  • n473cl0's avatar
    n473cl0
    Settling in
    18 days ago

    Found this solution from another thread. [Solution] to VM linking problem | Virgin Media Community - 5655949. The problem is you need to register for an old Virgin Media account but the Virgin Media registration link redirects you to the new registration system (!). 

    https://www.virginmedia.com/my-virgin-media/register/complete-profile 

    This link should hopefully take you to the old registration system where you can set up your Virgin Media account with the same email as your VMO2 account and then you will be able to link your accounts with no problem.

  • Don303's avatar
    Don303
    Just browsing
    16 days ago

    I got the same problem

    After calling support number -member asked me to wait up to 5 days as IT support can looking to this issues.

    I tried to find my email  but Virgin thinks my email address is [object Object] as paste below

    feel like helpless situation - cannot even see the bills

    We’ve found your email address

    The email address on your Virgin Media O2 online account is: [object Object]

    Use this email address to sign in to your account.

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

      Hello Don303

       

      We're sorry to hear of the issues experienced with your VMO2 ID and setting it up, we appreciate the frustration this is causing and you taking the time to raise it via the forums.

       

      We can see you have spoken to the team and this has been raised to our support team as mentioned in your post, these tickets usually take up to 5 working days but with current volumes being higher than expected, these may take longer. We don't have a timeframe for these but rest assured the team are working through these as quickly as possible.

    • zedekiel's avatar
      zedekiel
      Just browsing
      16 days ago

      https://community.virginmedia.com/discussions/ManageAccountCable/solution-to-vm-linking-problem/5655949

  • Marccampbell23's avatar
    Marccampbell23
    Settling in
    16 days ago

    Morning. Yeah I’ve had this exact same issue. Spoke to virgin on the phone and they said it would sort itself out once the broadband was installed. It still won’t let me log in.

    • zedekiel's avatar
      zedekiel
      Just browsing
      16 days ago

      https://community.virginmedia.com/discussions/ManageAccountCable/solution-to-vm-linking-problem/5655949

  • bethanyg0293's avatar
    bethanyg0293
    Just joined
    13 days ago

    Hello, I'm also having this exact issue.  The online call team told me to wait a few days, which I have.  I'm having my wifi installed next week so I want to be able to view my online information.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      12 days ago

      Hi bethanyg0293,

      Thanks for your post and welcome to our community.

      We are very sorry to hear you're having the same issue when trying to register the online account.

      The team are aware of this and are working on a fix as a priority.

      We are very sorry for any inconvenience that may be caused in the meantime.

      We appreciate the inconvenience of not being able to view the online information. If there is any specific information you'd like to know about the account prior to this being fixed, please let us know and we'll send you a private message. 

      Please pop back to us when you can. 

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      12 days ago

      Hi Shellsatt 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you have been facing regarding your email addresses, so that we can take a further look into this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

      • Shellsatt's avatar
        Shellsatt
        Just browsing
        12 days ago

        Hi Sabrina 

        I've just checked, no message there. 

        It is being looked into already but I am really not happy with the length of time this takes! We're on day 10 of someone having access to my account and email now while I can't access anything. 

        I'm sure anyone here would agree this is not acceptable. 

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      11 days ago

      Hi Shellsatt 👋.

      Apologies that you have not been able to locate the private message, we shall send it again. 

       

  • Shellsatt's avatar
    Shellsatt
    Just browsing
    12 days ago

    I'm also having the same problem, can't sign up because a different email address is linked to my account which I did not add. Also have been a victim of SIM swap fraud in the past 2 weeks so not sure if it was due to this or whether they obtained access to myvirginmedia account by swapping my number. 

    While they look into this, (not sure why it takes days/weeks to click delete on an unauthorised email address!) this person who is linked can be accessing my email, my netflix that's part of the package, my account details, everything. It's totally unacceptable and I have now cancelled. Why would I pay for a service for my hacker to access? 

    Terrible service all around and quite concerning how many people are having the same issue with unauthorised email addresses linked to their accounts.