Forum Discussion

ms1984's avatar
ms1984
Settling in
3 days ago

Unable to link two VM accounts...

I have control of two Virgin Media accounts. The first has been my personal longstanding O2 account. The second is a Virgin Media landline, broadband, and TV account which I manage on behalf of my parents. Both accounts are registered to the same address; however, when trying to log in to the 'improved' virginmediao2.co.uk login system, I have not been able to link the two accounts... so, I now have two VM accounts.

I am not able to telephone customer services for health reasons. Please can someone help me get in touch with a human being who can sort this for me?

Thanks,

Mathew

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4 Replies

  • ms1984's avatar
    ms1984
    Settling in
    12 hours ago

    The accounts both have the same surname, but a different first name (one is me, the other is my father); both need combining into a single account so that I can manage them. And yeah, I've tried those options to attempt to get around the IDF-12B error, but it persists.

  • ms1984's avatar
    ms1984
    Settling in
    2 days ago

    When I try to add my VM account to my O2 account, I get, "We found your Virgin Media account, but unfortunately we can’t link it to your Virgin Media O2 ID right now."

    And, when I go to login with my Virgin Media account, I get, "It looks like there’s an issue processing this request. Please contact our team for help with your online account, quoting reference IDF-12B."

    I'm happy to share account numbers, etc., privately if that would help.

    Thanks

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

      Thank you for this information. We want to do our best to help from here. Can you confirm if both accounts have the same name for the account holder? Also, when getting the IDF-12B error, have you tried waiting 30 minutes, turning off any VPN, and trying again? You can also use an alternate device and let us know how you get on.

      Thanks,

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

    Hey ms1984, thank you for reaching out and a warm welcome to the community, we are so sorry to hear you are having issues connecting your accounts together.

    Please can you let me know what error messages you are getting?

    Which account are you having issues with, is it both?

    Are you trying to link both to the same address?

    If you try and line one for example does this do anything?