Forum Discussion

mattjones03's avatar
mattjones03
Tuning in
23 days ago

Unable to access my virgin media app to see my account and make changes

I have had to cancel my Virgin Media account before services were provisioned, due to delivery delays. Via a Virgin Media sales representative doing door to door sales since Virgin Media became available in my area, I have registered with Virgin Media again via him.

As the new and old VM account created are using the same email address, I'm now unable to login to my new Virgin Media account, nor can I change the email address associated with my old one. Really frustrating, I'm unable to see when the installation will take place or order additional services.

customer serivce
email
virgin media app
  • Molly_T's avatar
    Molly_T
    Forum Team
    22 days ago

    Hi Mattjones03 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear you are having some difficulties 👉 registering with my VM. 

    There's a sitewide issue occurring at the moment which is affecting My VM access and updates. Sincerest apologies for any frustration or inconvenience caused whilst the back office teams get this fixed!

    Please let us know if you are still having issues in a 24-48 hours, and we can check if the issue is still ongoing, or offer further support. Thanks for your patience in the meantime! 🌞

  • Trevjohnson43's avatar
    Trevjohnson43
    Joining in
    22 days ago

    I have had exactly the same issue as Matt.  2 weeks ago I signed up on the doorstep and was issued an account number ending in 01.  I signed onto the Virgin Media app to chart the progress of my installation.  A week later I decided not to take the TV package so phoned customer services and had this removed. To do so they had to cancel my original contract and raised a new one (same number as the original just ending in 02) I have now had the installation completed and am very happy with the broadband, I just cannot get onto the Virgin Media app as my email address is still linked to the original contract ending in 01.  I cannot see anyway to change this from a customer perspective so have tried phoning customer services.. they gave me a whatsapp number to contact which i did straight away but had no answer for the past 3 days.... So forum team... can you help Matt and I get this sorted??? 

    • Beth_G's avatar
      Beth_G
      Forum Team
      22 days ago

      Hi Trevjohnson43

      Welcome to the Community Forums. Thanks for your post.

      I'm sorry to hear you're having the same issues with your My Virgin Media account. As Molly has advised, we are aware of a general issue affecting My Virgin Media accounts currently and our access to updating these, so we may not be able to help with your particular issue has cleared. As soon as this issue has cleared, I'll pop back and reach out to help. Many apologies for any inconvenience this causes in the meantime

      • mattjones03's avatar
        mattjones03
        Tuning in
        19 days ago

        Thank you for the response Beth.

        I now seem to have the ability to update my email address associated with the account, however when the verification email arrives it tells me the link has expired. I’m clicking on the link as soon as the email arrives.

        please can you assist, as really just want to get this sorted so I can login to my new account.

  • Trevjohnson43's avatar
    Trevjohnson43
    Joining in
    13 days ago

    Hi folks I am still having the same problem.  When i get the message to verify  my account I get the message saying the link has expired.  I have tried to sign in again using the new email address but I get the same message Matt did: 

    You haven't confirmed this email address yet. Please check your inbox for a message called 'Verify your My Virgin Media email' and click the link in the email.

    Really glad to see you have managed to sort Matt out now, could you do the same for me please as this is so frustrating 

    • mattjones03's avatar
      mattjones03
      Tuning in
      13 days ago

      Hi Trev,

      Unfortunately my issue still isn’t resolved. The team have managed to update the email address in the backend, but this takes 72 hours to take effect from what I have been informed. Will try again tomorrow to see if this is remediated.

      • Trevjohnson43's avatar
        Trevjohnson43
        Joining in
        12 days ago

        oh dear, sorry to hear this Matt.  Fingers crossed for you tomorrow then.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      12 days ago

      Hey Trevjohnson43, thank you for reaching out and I am sorry to hear you are having some account login issue.

      When you say you have changed this is this to login in or is it the email you get communications from? 

      How did you update the change? 

      Are you services active? Please remember the account needs to be active to have an online account?

      • Trevjohnson43's avatar
        Trevjohnson43
        Joining in
        12 days ago

        I have tried to change the email address on the original account ending 01, so I can try  using my normal email address to set up the new account ending in 02.  However I have never been able to verify this change as by the time I receive any link, I get the time expired message.

        My broadband services are all active now and I am very happy with them, I just cant get into the Virgin Media app to set the account up or see any invoices etc...

  • mattjones03's avatar
    mattjones03
    Tuning in
    11 days ago

    I look forward to mine being resolved to, but still ongoing. I don’t understand why I’m being told that I need to have an active service to have created an online account. I have an online account already, which is the whole premise of me starting this thread in the first instance. At the moment I’m being told I don’t have an online account, but I clearly do as I can login to the portal with an email address and password. I just merely want the email address changing on that portal account that no longer has an active service against it.

    • Kath_P's avatar
      Kath_P
      Forum Team
      11 days ago

      Hi mattjones03, 

      Thanks for coming back to us in the Community. 

      I can see you're already in a private conversation with my colleague who was originally helping you to resolve this. 

      We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.

      Thanks,