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
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,