Same issue as multiple people in here…
trying to link a Virgin media and Virgin media/o2 account since my service is due to start on Friday and apparently I need you. Prompts that ‘email doesn’t match’ despite the fact that I have only ever used one email.
Ideally would like to sort this before I’m locked into a 2 year contract with no means of using it
Forum TeamHi BionicMatt 👋 Welcome to the community forum! Thanks for posting.
Sorry to hear about your difficulties with linking your My VM and My O2 account ID's.
We're aware there have been some issues since the recent change this week of linking the two accounts, and setting up 2 step verification. Sincerest apologies for any frustration or inconvenience caused!
As your services haven't yet been installed and activated, historically you wouldn't have been able to complete registration for My VM anyway (this has been the case since before the changes took effect.) So this may also be contributing to your access issues. This is because there's no active account on our side to link the My VM account to. As soon as your services are active and installed, this should allow the sign up process to be completed. 🤞
You mentioned apparently needing us - can you please give us a little more information about what else you may need our help with so we can offer further assistance?
Thanks for your patience in the meantime! 🌞
Hi Molly
This is a little confusing as my confirmation email states I need to set up my Virgin media account to track my order.
Everything redirects to vmo2 so I assume I can't just log into the vm landing page using the credentials I used to place my order?
To clarify, if there is a delay in activating my service due to this bug, will this also delay the 14 day cooling off period?
Thanks
Hi Molly
This is a bit confusing as my confirmation email states I need to set up a MyVM account to track my order, namely to track the delivery of my equipment!
To clarify, if my account activation is delayed due to this bug will the 14 day cooling off period be delayed also?
Thanks
Forum TeamWe apologise for the confusion caused. We will send the feedback to the relevant team to have this looked into. As a new customer, your 14-day cooling period does not kick in until your services are installed. If you are looking for tracking information about your order, we will be happy to help from here. 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,
