Unable to link Virgin Media account

Question

For weeks I've been attempting to link my Virgin Media account to my Virgin media 02 ID, the problem I have is the email address linked to my Virgin Media account I can longer access to verify the linking of the accounts.

Raised a ticket with VM, have had zero response in over a month, unable to use Sky Sports on an iPad or log into any accounts. All I need to do is change the email address but nobody at virgin seems to know how to do that, has anybody else had similar issues?

Kath_P · Answer

Hi JMR1983,&nbsp;
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you've had issues completing the set up due to not having access to the email address. We've recently made some changes so the team are now able to amend the email address to one you have access too. Please give them a call on 150 / 0345 454 1111 for them to help further.
Many thanks,&nbsp;

LynAN · Answer

I am having issusing logging into my VM online account since June, 2 tickets have been raised but no one has called me.&nbsp; Access suddenly disappeared when I linked my 02 account. Now Virgin say they dont recognise my account number when I try to log in.&nbsp; Can anyone help.&nbsp; I have spent hours on the phone to virgin.

Robert_P · Answer

Hello LynANSorry to hear of the issues regarding accessing your online account, we appreciate the frustration this has caused and you taking the time raise it via the forums. Welcome to the community.We have help here covering numerous issues relating to VMO2 ID's and how to resolve them, from your post you mention not being able to access it since linking your O2 account. Did you set up a VMO2 ID for the Virgin Media account prior to this and have access at that time?You can separate your accounts in a few simple steps.
&nbsp;

Create a new Virgin Media O2 ID with a different email address (that belongs to you)
 Then search for the account you’d like to be associated with your new Virgin Media O2 ID
 Go through the security steps and finish setting up your new ID&nbsp;

That way you can keep your Virgin Media log in details and your O2 log in details separately.
&nbsp;
To get the best out of managing your account online, it’s best to create just one Virgin Media O2 ID link both of your Virgin Media and O2 accounts to it.

LynAN · Answer

Hi, I have tried all of this, when searching for the account it says it cannot find an account.... but I have an account number and pay my bill every month.&nbsp; I think I set up the VM 02 account first with 02.&nbsp; then after that when I tried to log into virgin media it kept asking me to link to VM 02 and it goes full circle then tells me it cannot find an account.&nbsp; I have tried all the methods you suggest above.&nbsp; I have spoken to technical 4 times and they have gone through all the methods, and again it says we cannot find an assocaited account. I have two ticket numbers one has been open since June.&nbsp; No one has called me.&nbsp; I want to renew as my contract finishes in February but I dont see how I can if I cant get into my account.&nbsp;&nbsp;

Tom_W1 · Answer

Hi LynAN thanks for your reply.&nbsp;
So you shouldn't need to log in to your online account to renew your contract, so we don't expect this to be ongoing until February but you can call us on 150 / 0345 454 1111 to discuss new deals.&nbsp;
In the meantime, if IT Tickets remain open then we do apologise for the delay but hope these are resolved as soon as possible for you.
We'd advise also checking this link too which will contain helpful info to hopefully get you all sorted.
Many thanks

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Unable to link Virgin Media account

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