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Huw37's avatar
Huw37
Joining in
2 years ago
Solved

Returning customer unable to sign in to My Virgin Media

Hi

I left Virgin Media last month and joined Sky. I was dissatisfied with my Sky package and left during the 14 days cooling off period and returned to Virgin Media who gave me a new deal and a new account number. I re-joined using the same email address.

I now find I cannot sign in to My Virgin Media as it always opens in my old account which is discontinued. I also cannot use the Virgin Media app for the same reason. I tried re-joining using a different email but the program recognised the account number and I was back on the same merry-go-round.

I rang the help line and after some fiddling around the operator said I would receive instructions by email within 24 hours. All I received was a 'welcome to your first check in' standard email which was no help whatsoever.

I am finding this very frustrating.  I can't be the only person rejoining using the same email?

Can anyone help??!!

Many thanks 

Huw

 

 

  • Kath_P's avatar
    Kath_P
    2 years ago

    Hi Huw, 

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

    Apologies to hear that since rejoining, you've not been able to access your My Virgin Media. When you get a new account number it means a whole new registration so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

    To do this, I will need to clarify a few details with you so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,

9 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Huw, 

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

    Apologies to hear that since rejoining, you've not been able to access your My Virgin Media. When you get a new account number it means a whole new registration so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

    To do this, I will need to clarify a few details with you so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,

    • dev659's avatar
      dev659
      Joining in
      2 years ago

      I also have the same problem at the moment

      • Gareth_L's avatar
        Gareth_L
        Icon for Forum Team rankForum Team
        2 years ago

        Hello dev659.

        Thanks for your first post and welcome to our community.

        Sorry to hear you are also not able to sign into your online account.

        Can I please ask what errors you are getting and if you still have an active broadband service with us?

        Gareth_L

  • cr005z6750's avatar
    cr005z6750
    Joining in
    2 years ago

    Got exactly the same problem, hard to believe that it is setup so that everyone who leaves and then returns to virgin media with the same email has to go through this.  At the very least, just block previously used email addresses.

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      2 years ago

      Hi cr005z6750 👋.

      Thanks for reaching out to us and welcome to the Community Forums. When joining back with us as a new customer rather than former, your previous account that you had with the same email address will be tied to that account, we advise to create a new online account using a separate email address. If this cannot be done we can merge the two accounts together. 

      For this to be done we would need to bring you into a private message so that we can obtain account details and process this. 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

      • Clive0522's avatar
        Clive0522
        Tuning in
        2 years ago

        I have just re-joined Virgin Media and looks like I have the same problem. Logging in to my on-line account with my registered email address brings up my old contract and details. I also see my new account number is 1 digit different to my old one. Can you help me wth this? Thank you.