Forum Discussion

dml1's avatar
dml1
Joining in
4 months ago

Old Account still linked to email address after moving house

This is a desperate call for help as no one seems to be able to fix this problem.

The issue I am having is that, after moving house, when I login into my VM I can only see my old account.

I have called customer support numerous times and they say the only solution is for me to create a new email address to link to the new account. I know this is not necessary, because it is not the first time I move house and Virgin Media has been able to successfully link to the new account after every move.

I have wasted countless hours on the phone trying to get this fix to no avail. Can anyone here help?

Thanks!

 

2 Replies

  • Kracker's avatar
    Kracker
    On our wavelength
    4 months ago

    Good luck with getting someone to sort this for you, I’m 2 months in from initially raising a similar issue and they still haven’t sorted it, they just keep saying my case is with IT and they are working on it.

    If they do manage to get it sorted could you let me know how so I can get mine fixed, thanks. 

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    4 months ago

    Hi dml1 👋 Welcome to the community forum! Thanks for joining and making your first post. 

    Sorry to hear you are having some difficulties getting your online account transferred over following a Move. I will send you a PM to confirm a few details and see if we can get this sorted for you! 🤞 Please keep an eye on your Inbox 📩 in the top right corner of the page. 

    We can return to this public thread when there's another update. Thanks for your patience in the meantime! 🌞