Brand new user, signed up to virgin media with my email account, tried to login online, was asked to create O2 ID - created it using the same email address, then was asked to map the two and getting this error:“We’ve found your Virgin Media accountHowever, 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.”I then write the same email I used for both accounts but it is saying the email address doesn’t match even though I literally copy pasted it from my contract document. I tried getting support in person, I rang custom service and I'm yet to have this resolved, half a week into my trial period...

Hi Gareth, As you can see, multiple people have the same problem I do so please could you report this to the engineering team and support myself and others on this thread for the time being?

Hi Steven,I have indeed tried creating a different O2 ID - I sadly cannot try a different virgin media account because that one I want to connect is tied to the contract I signed. I saw multiple reports of the same problem across the last 2-3 days on this forum so it appears to be a server-side issue...I believe I need someone to tie my accounts for me as your service is currently broken, as per:https://community.virginmedia.com/discussions/ManageAccountCable/linking-virgin-media-account-to-virgin-media-o2-id-account/5652296Not able to link virgin media account to virgin media O2 ID account | Virgin Media Community - 5652909And many more... Where the only solution that worked was after the support reached out to the person who made the post via private message.

Hello hyperlink, 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 the linking and mapping of your online accounts. Have you tried to use a different device to create your account as this has helped to resolve the issues for some other customers experiencing the same problems. Kind Regards, Steven_L

Hey hyperlink, thank you for reaching out and we are so sorry to hear about this. Please can you try and resign up with a new email address and let us know if that works or not? There has been some issues with the app this week however this should be back to normal now. Have you tried today?

Hi Matthew,I have indeed tried making a new O2 ID and connecting either to the virgin media account but get the same error every time and have been for the last 4 days. To prove my point, I have tried just now on a brand new 02 ID and got he same "Email address doesn't match. Remaining attempt:4. Please try again" message even though customer service confirmed the email I provide is correct when I called them up. I have copied the email address from the virgin media email, I have tried capitalising the letters, adding white space at the end but it always says the email address doesn't match - could someone please help me pair the accounts? I'd happily provide the account number, area code, email address and any further prove required.

Unable to link virgin media account to virgin media O2 ID account

12 Replies

Steven_L
Forum Team
2 days ago
Hello hyperlink,

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 the linking and mapping of your online accounts. Have you tried to use a different device to create your account as this has helped to resolve the issues for some other customers experiencing the same problems.

Kind Regards,

Steven_L
- hyperlink
  Settling in
  2 days ago
  Hi Steven,
  I have indeed tried creating a different O2 ID - I sadly cannot try a different virgin media account because that one I want to connect is tied to the contract I signed. I saw multiple reports of the same problem across the last 2-3 days on this forum so it appears to be a server-side issue...
  I believe I need someone to tie my accounts for me as your service is currently broken, as per:
  https://community.virginmedia.com/discussions/ManageAccountCable/linking-virgin-media-account-to-virgin-media-o2-id-account/5652296
  Not able to link virgin media account to virgin media O2 ID account | Virgin Media Community - 5652909
  And many more... Where the only solution that worked was after the support reached out to the person who made the post via private message.
  - Matthew_ML
    Forum Team
    18 hours ago
    Hey hyperlink, thank you for reaching out and we are so sorry to hear about this.
    
    Please can you try and resign up with a new email address and let us know if that works or not?
    
    There has been some issues with the app this week however this should be back to normal now.
    
    Have you tried today?

Forum Discussion

Unable to link virgin media account to virgin media O2 ID account

12 Replies

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