Forum Discussion

blue32's avatar
blue32
Joining in
3 years ago
Solved

Unable to register for a My Virgin Media Account

I’m trying to register for a My Virgin media account, when I registered for my own broadband service for my new house, I used my @ntlworld email to sign up which was set up on my dad’s account when the family first got broadband over 10 years ago.

When I try and register for the my Virgin Media account and put in my own account number and area code the login says “we have found you” but when I log in with the @ntlworld e-mail address and password it goes to my dad’s account which has completely different account number and area code.

I have also tried creating a new account using a Gmail email address for registering with my own account number and area code it says an account already exists and shows my @ntlworld email address with every other character blocked out.

I spoke to one of the support team who said there was no “My Virgin Media“  account associated with my service and this was confirmed by trying the “I have forgotten my e-mail” option and putting un my DOB, account number and area code and I get ” We haven't been able to find your details with the information you have provided”

So at the moment I’m stuck and unable to access or create an account so I can manage my broadband service.

  • Megan_L's avatar
    Megan_L
    3 years ago

    Hi Blue32, 

    Thanks for chatting with me in our PM's, now that I've amended the email could you try registering for your Online Account again for me please? 

    Let me know if you still encounter any issues and I'll be right here for you!

    Thanks,

    Megan_L

  • Megan_L's avatar
    Megan_L
    Forum Team
    3 years ago

    Hi Blue32,

    Thanks for using the forums to get this issue with your Online Account looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

    This sounds like a really complex one, so we might be best going into a PM so we can take a look into what's going on within your services. 

    I'll send the PM over now and we'll speak soon!

    Thanks,

    Megan_L

     

  • Megan_L's avatar
    Megan_L
    Forum Team
    3 years ago

    Hi Blue32, 

    Thanks for chatting with me in our PM's, now that I've amended the email could you try registering for your Online Account again for me please? 

    Let me know if you still encounter any issues and I'll be right here for you!

    Thanks,

    Megan_L

    • blue32's avatar
      blue32
      Joining in
      3 years ago

      All fixed now, have been able to log on to my account

      Thanks for the help👍

      • Tom_W1's avatar
        Tom_W1
        Forum Team
        3 years ago

        Hi blue32, thanks for informing us this is fixed - that's great news!
        Thanks for taking the time to let us know.

        Many thanks

    • Rachel24's avatar
      Rachel24
      Joining in
      2 years ago

      Hi,

      I am having this EXACT same problem. I have spoken to several members of the team via phone who have said nobody can help me! When I try and register it states ‘an account has already been created’ using the ntlworld account set up on my Mums account some years ago. But when I try to login it sends me to my Mums account even though I now have my own account. If I try to re register using my Apple email it states I already have one! 
      I hope you can help

      Rachel

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 years ago

        Hey Rachel24, thank you for reaching out and a warm welcome to the community I am sorry to hear about this.

        If this email is linked to an old account like this we would need to raise an IT ticket to move the email over, if you wanted to use a fresh email you make an account right away.

        An IT ticket can take up to 5 working days sometimes longer, do let us  know, Cheers 

  • mlm5051's avatar
    mlm5051
    Tuning in
    2 years ago

    I have exactly the same problem what was the solution details so I can try the same

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi mlm5051 👋 Thank you for your post 😀

      We're sorry to hear you're experiencing the same problem 😔

      Can you firstly please confirm whether you're trying to use an e-mail address that's already connected to another account?

      Regards,

      Daniel

      • mlm5051's avatar
        mlm5051
        Tuning in
        2 years ago

        Sorry Daniel, I’ve just been away from my iPad I don’t think I use my ntlworld address other than my email

  • mlm5051's avatar
    mlm5051
    Tuning in
    2 years ago

    I don’t think so which other accounts might you be thinking about?

  • mlm5051's avatar
    mlm5051
    Tuning in
    2 years ago

    Is there any support available for me to follow up my problem with not being able to sign in to my virgin media?

  • LW23's avatar
    LW23
    Joining in
    2 years ago

    I’ve got exactly same issue, very frustrating! 

    • Nathan_B's avatar
      Nathan_B
      Forum Team
      2 years ago

      Hi there LW23 👋 Welcome to our forum and thanks for your post 😊

      Sorry to see that you've been having issues with setting up your online account, I can certainly understand the frustration with this.

      I have checked our system and can see you've spoken with the team. Have they been able to assist with this? If you need any further help with this, please let us know. We're always happy to help.

      Regards

      Nathan

      • LW23's avatar
        LW23
        Joining in
        2 years ago

        Hi Nathan, 

        Thank you for getting in contact 😊 Unfortunately they were not able to assist with this due to apparently not knowing the password. I was aware of the password as I set this up yesterday when setting up my broadband via the live chat, this was disappointing. I have now completed a form to change my email address on the account and have sent it to NameChange@virginmedia.co.uk. 

        I am hoping that completing the form to change the email address on the account will resolve the issue. 

        Thank you, greatly appreciated 😊

         

  • Misud76's avatar
    Misud76
    Joining in
    9 months ago

    Hello.I have the same problem to register my new account.When I try to register for the my Virgin Media account and put in my own account number and area code the login says “we have found you” but when I log in with the  e-mail address and password it goes to my 10  years account which has completely different account number and area code.Old contract is closed and account is inactive with no possibility to delete it . I tried from other devices with different email addresses and the same page"We'we have found you".