Register for Virgin Media O2 App Problem

It's now almost 2 weeks since I posted a message on here about my inability to register for (and, therefore use) the Virgin Media O2 App (due to the fact that my Virgin Media account is, unfortunately, linked to an old, email address that I am no longer able to access).

I am still unable to use this App and today this has resulted in a serious and very frustrating problem....

My latest e-bill, from Virgin Media (received today), erroneously states that my previous (July, 2025) bill has still not been settled in full (which is incorrect) and that immediate action must now be taken, in order to prevent the suspension of my services.

As I am still unable to access the Virgin media app, I am therefore unable to check this out, for myself, by looking at and scrutinising the details of my July, 2025 bill.

So, what was formerly a very frustrating and annoying situation (being unable to access the Virgin media app) has now turned into something that is causing me a great deal of stress and anxiety: all because no one at Virgin Media appears to know how to change the email address that is linked to a customer's Virgin Media account, so that it can then be successfully replaced a new (accessible) email address.

Believe me, any helpful ideas, or suggestions, would be very much welcome, from anybody! (I have tried phoning 150, this morning, but am finding it exceedingly difficult to be able to speak to a real, live person!)

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Unfortunately, I am still unable to successfully register for the Virgin media 02 app because my Virgin Media Account is linked to an old, email address that I am no longer able to access.

During this past week, I have had lengthy conversations with various, different members of Virgin Media staff about this very frustrating problem but a solution has, apparently, yet to be found.

Last night (24th July) I, once again, phoned 150 (as suggested by Molly_T) and spoke, at length, to a sympathetic and helpful lady who did her best to help me overcome this problem. However, eventually, all that she was able to say is that the Technical Department is aware of this problem and is continuing to discover a way of linking a  customer's Virgin Media Account to a new (and active) email address. I was told that this may take up to another 5 working days and that I would immediately be informed when solution had been discovered.

So, the wait continues and many more people, than just myself, are continuing to experience the great inconvenience of not being able to use the  Virgin Media O2 app. Is it really so difficult to link a customer's Virgin Media Account to a new email address?

Hi Mozart2, Did you manage to resolve your issue? I have been trying to link my existing Virgin account to 02 (even though I don't use 02), but just keep getting told that the email address I enter (gmail, which has been verified) to link is not valid and must enter my old tesco.net email address, even though I cannot access it.

Going round and round in circles, called Virgin, got IT tickets raised etc, but radio silence. How long does it take to fix this mess of a login process (over a week now)? Even if Virgin just published on its website what to do or went back to the old login method whilst they sort this out, but I don't hold out much hope.

Thanks, Steven. Unfortunately exactly the same problem occurs when I use that suggested link of yours . After having provided an email address that is then successful verified by the Virgin Media O2 app, I am then left with nothing but a totally blank page that contains no indication of what to do next. Exactly the same thing is happening on 3 different devices that I have. Anyway thanks for your interest... it is much appreciated.

Thanks for your reply. Yes: I have already tried entering an email address, that do have access to, but after this has been successfully verified by the Virgin Media O2 app, all that's left is a totally blank page that does not go away.  

Hi Mozart, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having issues with creating your VM O2 ID. When you enter your email address, please use one that you have access too. This way you'll be able to complete the verification steps and finish creating the account in order to log back in to My VM and other apps.

Keep us posted on how you get on.

Thanks,