Forum Discussion

skxnemesis's avatar
skxnemesis
Just joined
20 hours ago

Soon to be new customer can't link Virgin Media account.

Due for an install on Saturday but can't track my order or do anything with my Virgin account as when I try to link I get this message...

 

"We’ve found your Virgin Media account

However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID.

If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to.

We’ll then send an email to that email address to approve the transfer."

 

Can anyone help at all as I've spoken to customer services who said the issue should be fixed in a few days but to no avail. 

account
Broadband
complaint

3 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    8 hours ago

    Hello skxnemesis

     

    Sorry to hear of the issues linking your account, we appreciate you taking the time to raise this via the forums and welcome to the community.

    There is a help page here with a specific section for VMO2 ID issues, as you're awaiting installation this may also be causing issues. The advice is from the linked help pages specifically for linking issues:

    When you register for a Virgin Media O2 ID, we’ll automatically link your accounts if your sign in email address matches. If you signed up for your Virgin Media O2 ID with an email address different to the one you used for My Virgin Media or My O2, we’ll ask for the details of your Virgin Media and O2 accounts and link them to your ID.

     

    If you skipped this step during registration, follow these steps:

     

    • Sign in with your Virgin Media O2 ID
    • Go to Account settings, and then ID settings
    • Tap Manage your products
    • Navigate down and choose either Link your Virgin Media account or Link your O2 account

     

    Follow the on-screen instructions

    • skxnemesis's avatar
      skxnemesis
      Just joined
      2 hours ago

      Hi Robert,

       

      Thank you for coming back to me. 

       

      I have checked the help pages and my issue is that I cannot link my Virgin media account because it says I have used a different email address however I haven't had a different email address for 20 years. 

      I have confirmed my email address with customer services however I still cannot link the virgin account therefore I cannot access bills or track my order at all. 

      Is there anything else I can do to fix this as it's not a great starting point as a new customer.

  • skxnemesis's avatar
    skxnemesis
    Just joined
    2 hours ago

    Hi Robert,

     

    Thank you for coming back to me. 

     

    I have checked the help pages and my issue is that I cannot link my Virgin media account because it says I have used a different email address however I haven't had a different email address for 20 years. 

    I have confirmed my email address with customer services however I still cannot link the virgin account therefore I cannot access bills or track my order at all. 

    Is there anything else I can do to fix this as it's not a great starting point as a new customer.