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fallen121's avatar
fallen121
Tuning in
2 months ago

Setup A Virgin Media Account But Won't Let Me Login

I THINK my problems are linked to the fact that I left Virgin Media 5 years ago and have just come back. Same email address as 5 years ago.

I have signed up for Broadband beginning January - the Broadband account hasn't been setup yet as I'm still running out my existing contact with NOW but getting loads of emails asking me to login and check my security settings.

No idea what my password used to be, used the password reset, also setup an account recover code.

The issue is that when I login after I enter my email I get a blank screen following hitting the continue button. If I then try to refresh, I get a screen asking for my postcode and surname. After I get that I get the message that there is more than one account with those details and to enter my house number. After I do that I get a message saying my account isn't recognised.

In the old days we would call up someone and get this resolved in about 5 minutes. I think my old account from 5 years ago is still on the system and causing problems because I still have the same email.

I just need to talk to someone from Virgin media staff to look at my account. I really don't think FAQs or chatbots are gonna help resolve this problems.

Any suggestions what to do?

5 Replies

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey fallen121, thank you for reaching out and we are so sorry to hear about your account issue.

    To have an online account you need to be active and fully install, this could be why its not letting you make one.

    Once you become active and if you are still having this issue reach back out here.

  • fallen121's avatar
    fallen121
    Tuning in
    2 months ago

    Ok so after getting constant reminders by email and text to setup an account for my new account number (my order which is supposedly being installed on Friday) I gave in and tried to register again but of course it recognised my email address and gave me the option to link my new account details to my existing account. Which I have now done. But now everytime I try and logon I get this so can someone please tell me what to do next because I can't speak to anyone and don't know what to do. Virgin clearly can't cope with the fact that I've been a customer before and is having issues but how do I contact a member of staff to look at this and try and resolve the situation? I APPRECIATE that my service hasn't yet gone live but for God's sake the constant reminders to setup an account to track my order are driving me CRAZY, so clearly the previous advice from Matthew to wait until I become active was just bollox and an excuse to get rid of me!

     

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 months ago

      Have you  tried registering with a different email address?

    • Alisha_C's avatar
      Alisha_C
      Icon for Forum Team rankForum Team
      2 months ago

      Hi fallen121,

       

      We are sorry you are expering issues with the app. 

       

      We want to look into this for you. 

       

      We will send you a PM to get this looked into.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    AFAIK you can only complete the account signup when your service has gone live, even then it may be around 3 days later.