Forum Discussion

mkoull's avatar
mkoull
Joining in
4 days ago

Unable to link virgin media account to virgin media O2 ID account - Need to change engineer visit!

I've had a text saying an engineer is coming on the 23/07/25 which I can't be there for as my tenancy doesn't start until the 1st (Hence why I initially asked for 02/08/25). I tried logging in to change the date and was prompted to link my Virgin Media account and Virgin Media O2 ID. When I try I get an error saying:

“We’ve found your Virgin Media account

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

 

Additionally, if I try "I forgot my email", on Virgin Media I get the message:

"The email address on your Virgin Media O2 online account is: [object Object]. Use this email address to sign in to your account."

 

I need this sorted ASAP as I can't cancel the engineering visit without it! I've called but the useless robot interface keeps hanging up on me and not understanding what I need!

account
engineer
new account
Virgin Media
virgin media o2

1 Reply

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    4 days ago

    Hello mkoull

     

    Sorry to hear of both the visit issues and VMO2 ID problems experienced, we appreciate you taking the time to raise this via the forums.

     

    From the information provided, is the visit for an installation? If so, we can't change this date for you via the forums and you would need to call 0800 052 1734 for support in changing this. If there is no active services on the account, this may also be the reason for the issues with the VMO2 ID.