Forum Discussion

juliettevll's avatar
juliettevll
Just joined
2 days ago

Unable to link accounts

Hello,

I created my virgin media account over a week ago and have been trying since then to link it to a virgin media 02 ID. I follow all the steps and have tried on a laptop and on the app, I have tried on different days (before receiving my internet box and afterwards) but each time I get the message that the email addresses don't match... but they do. I've used the exact same email. 

I've tried to call the helpline before and they suggested it was because I hadn't yet received my internet box / services hadn't started yet. However when trying again today (a week later), it still doesn't work. 

I've tried all the steps and looked through many discussions on this forum and it seems it's a recurring problem. Please help 

1 Reply

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

    Hello juliettevll,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account and linking your Virgin Media and O2 accounts under your Virgin Media O2 ID. I'd be happy to take a further look into this for you however I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L