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Bwillsmore's avatar
Bwillsmore
Hanging out
2 months ago

Unable to link Virgin media account with Virgin02 account

I have been unable to set up the app for VirginMedia as it requires me to link the Virign02 account to the VirginMedia account to do so. They both use the same email address, yet when i type the email address in it tells me that it doesn't match and locks me out after a few attempts.

then when I attempt to put in the email address it tells me 

The account details, area and address are all correct, any assistance fixing this would be great.

 

many thanks,

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24 Replies

  • Lawrencepittw's avatar
    Lawrencepittw
    Just joined
    2 months ago

    Having the same issue. Never been with virgin or o2 in the past tried getting through on the phone but to no avail 

  • igubianasb's avatar
    igubianasb
    Settling in
    2 months ago

    Having the same issue, been trying to contact them but impossible. Not a good start!

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

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

    Have you tried to set these up as new accounts or are they both existing ones?

    If not please do try and make an account from fresh, this should solve this. 

    • Bwillsmore's avatar
      Bwillsmore
      Hanging out
      31 days ago

      Hi there,  they are new accounts, I have tried using a different email for the Virgin02 set up and it still doesn't work.

      I can't change the account email for VirginMedia as i can't access it without going through the link to Virgin02 proccess. 

      I don't see how I can fix this with a new account when all of my billing and contract details are tied to the email address that it tells me is wrong?

       

  • LWebb's avatar
    LWebb
    Settling in
    30 days ago

    This exact same thing is happening to me, there's clearly an issue and contacting customer services is nigh on impossibe! Is there a resolve to the issue?

     

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

      Hello LWebb,

      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 at the moment. 

      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

       

  • KarenLM2025's avatar
    KarenLM2025
    Settling in
    30 days ago

    Hi. Am having exactly the saem issue. Spoke to one of your "tech guys" online and said there were known issues. That was a week ago and I've heard nothing. Now I find I'm not the only one. So have checked out th4e above link sent to Bwillsmore and it's no help. Have tried different emails, doesn't work. Am using the email registered upon sign up, and it now got 3 attempt remaining. Email works fine when you're sending the first bill and purchase confirmation,  but I can't access account, can't accees TV anywhere, and now I've made a purchase, it seems all customer support is now well outside of the UK... Not a good start. So please assist and please let me know what compo you;re offereing for 11 days of non-full services?

  • MAlSharif's avatar
    MAlSharif
    Just joined
    30 days ago

    I'm having the same issue as well, when I do the 'forgot email' it just comes up with [Object Object]. Tried ringing customer service but the AI that answers me is useless and cant get me to the correct place. I cant email anyone or get on the phone to anyone.

  • KarenLM2025's avatar
    KarenLM2025
    Settling in
    23 days ago

    Found a fix online someone got from VM support team over the phone. 

    You have to go to Bing search engine. Search "Virgin Media Register" and go to first non sponsored result which should be titled "Register My Virgin Media Account". That takes you to the original VM page not the VMo2 Page. Register through that, then once done you'll be able to link accounts and after that, access your account. 

    Simple and stupid at the same time that one Hyperlink on the new register pages is causing all this. Changing a hyperlink takes no time at all so what they playing at???