Forum Discussion

Revans0718's avatar
Revans0718
Joining in
18 days ago

Trouble accessing my account

Hello,

Since moving in October 2024, I have not been able to access my online account through the website or through the app. I cannot access my account to see the bills and have not received any paper bills through the post.  I have been in contact with VM customer services for months and they have not fixed the issue. I believe the issue is that VM changed my account number when I moved, but did not update it in my account. I have also raised a case with the Communications Ombudsman service and they are unable to help me. Any suggestions on what to do? 
Thanks.

account access home move
  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    18 days ago

    Hi Revans0718, thank you for your post.

    We're sorry to hear about the issue you've been having 😔

    Just to confirm, what stage are you able to get up to after clicking on "Register" here and following the instructions provided?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Revans0718's avatar
      Revans0718
      Joining in
      17 days ago

      When I try to register for a new account with my email, the message says that an account already exists with the email. I can log in with my email but it just shows my old account. I tried to create a new account with a different email but it won’t go through, the ‘request in progress’ gets stuck. I’ve tried on an iPad, an iPhone and a laptop. I’ve cleared cookies and history and nothing works. I am at a loss of how to access my account. 

      • Paul_DN's avatar
        Paul_DN
        Forum Team
        17 days ago

        If this email has been associated to your old account you would need to use a different one for set up which hasn't been used on another account.

        I will be more than happy to try for you, I have sent you an invite into a private chat, please click on the white envelope to accept.

        Regards

        Paul.