Forum Discussion

davejamo's avatar
davejamo
Settling in
15 days ago

Unable to link VM02 to Virgin Media Account

Recently got virgin media broadband for the first time and was trying to add my account to VMO2 account, however says emails are different. I end up going round in circles trying to put my email in then wont let me again for another day. When I try to then recover email it will say "your email is [Objectobject]". I know I have the same email for both accounts as I have been with O2 and it is the same email i use for my contract as the one I signed up for virgin with! 

I know this seems to be a recurring theme on here but is there any way for me to rectify this on my end? Cheers

 

11 Replies

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

    Hey davejamo, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about your account issue.

    Please try and make an account using the Bing browser, this should allow you to create this. Cheers 

    • davejamo's avatar
      davejamo
      Settling in
      13 days ago

      Hi Matthew I have tried that and still no luck unfortunately still say my emails dont match. Any other suggestions?

      • Martin_N's avatar
        Martin_N
        Icon for Forum Team rankForum Team
        13 days ago

        Thank you for confirming that. Have you been to try this on different web browsers?

        ^Martin

  • davejamo's avatar
    davejamo
    Settling in
    11 days ago

    Hi Martin. I have tried on Bing, Safari, and Chrome to no avail unfortunately 

    • zedekiel's avatar
      zedekiel
      Just browsing
      11 days ago

      https://community.virginmedia.com/discussions/ManageAccountCable/solution-to-vm-linking-problem/5655949

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      11 days ago

      Sorry to hear that's not worked for you davejamo 

      Are you able to see if this works on another device for you? 

      Keep us posted with how you get on. 

  • Osiron2's avatar
    Osiron2
    Settling in
    11 days ago

    I've also tried the Bing idea but it doesn't work - still end up in this constant loop. Reported over the phone a week ago. Obviously I have no no visibility of any progress of this and is frustrating that I have no idea about my ongoing installation issues and appointments.    

     

    • newapollo's avatar
      newapollo
      Very Insightful Person
      11 days ago

      Hi Osiron2

      You should call the pre-installs team on 0800 052 1734 and ask them what's happening with your installation and appointments.

      They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

      • Osiron2's avatar
        Osiron2
        Settling in
        11 days ago

        Thanks for the info, the install team re wired my installation late today, and admitted they were aware that the new 02 account linking system had problems. I'm a new VM broadband customer (without an O2 mobile) but as I had already reported the problem with the pre-installs team on 10 days ago, thought it worth seeing if one of the forum team members might respond. I did however get an email yesterday thanking me for choosing to view my bills on-line (which I never did), so at least they have a sense of humour ! 

  • Osiron2's avatar
    Osiron2
    Settling in
    5 days ago

    Quick Update, They've fixed the account linking for me, (I did nothing). I can now see the details including charging me for ringing my own number (got engaged tone) to verify my account on the installation day!    

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      5 days ago

      Hi Osiron2 

      Sorry to hear you've got a billing issue.

      I'll send you a PM now to assist further.