Forum Discussion

ConsArmes1's avatar
ConsArmes1
Settling in
20 hours ago

Unable to link accounts, causing issues

Hi,

I am a new customer to Virgin Media (although I have a pre-existing Virgin/O2 account) and am currently trying to link my accounts. 

The emails said to set up the My Virgin Media account, so I clicked the link and registered my Virgin Media O2 ID account. It then said to link that account to my Virgin Media account; however, when I did so, it said that the email accounts don’t match, even though I used the same email address for both.

“We’ve found your Virgin Media account

However, this account is linked to an email address that’s different from 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.”

However, I get an error stating that the email address is incorrect, even though both email accounts used are the same.

Due to this, I am unable to track my self-set-up kit, and change the delivery date as my move into the area has been postponed. 
Any help on this matter would be appreciated.

Thanks

account

3 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    18 hours ago

    Hey ConsArmes1, thank you for reaching out and a warm welcome to the community, we are so sorry to hear you are having some account issues.

    Please remember you need to be active and installed to have an online account if you are waiting to be installed this is why it won't be working.

    Have you got a SMS to say the equipment has been sent out?

    • ConsArmes1's avatar
      ConsArmes1
      Settling in
      16 hours ago

      Hi, thanks for the message. 
      I haven't been sent any SMS as of yet, as the scheduled delivery is tomorrow. I was hoping to see about changing the date or address to my current residence. 

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        13 hours ago

        Generally, we would send the delivery to the address registered on the account. However, if you are looking to change the delivery date, we are happy to look into this for you. We are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

        Thanks,