Forum Discussion

jdkirk95's avatar
jdkirk95
Settling in
2 months ago

Unable to complete SSO sign up for VM account

I have the same issue. I had an account with Virgin on an old email, and I created a new account with a new email where I bought the broadband service. I then got an email saying that something is wrong with my account asking for me to call a number for help - the number does not work.

In an effort to see what is wrong with my account, I tried to sign into my account online, which made me create a Virgin ID with my new email. I now can’t link the Virgin ID with my account as it says that the account was made with a different email (even though it was not). I reckon it’s probably a bug on Virgins side for customers that have had previous accounts with different emails. 

please can someone me help to fix this issue?

7 Replies

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

    Hello jdkirk95,

    Welcome to the Community and thanks for taking the time to post here on the forums. We're sorry to hear of the issues that you're experiencing with your account.

    Have you been with Virgin Media since the email was created or have you been with another provider and come back to Virgin Media?

    Kind Regards,

    Steven_L

  • jdkirk95's avatar
    jdkirk95
    Settling in
    2 months ago

    Hi Steven, another tenant was in the house but they used Virgin media too.

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

      Thank you for confirming this jdkirk95, to get a better understanding did you take over this account?

      Please do let us know when you can so we can get this resolved for you :) 

       

  • jdkirk95's avatar
    jdkirk95
    Settling in
    2 months ago

    Hi Matthew, No I didn’t takeover any existing account as far as I’m aware.

    Do you have a hotline I can call for someone to debug this live with me? I’d like to get this sorted today.

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

      You will need to register for an online account again, does it give you any error message at all?

      Is it just saying you already have an account with us?

      You can find our ways to contact us here 

  • jdkirk95's avatar
    jdkirk95
    Settling in
    2 months ago

    By register for an online account, what do you mean exactly? Do you mean to create a new Virgin media ID?

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      2 months ago

      Hi jdkirk95 thanks for your reply.

      Yes exactly, do you have a screenshot of the error message for example so we can assess this?

      Many thanks