VM O2 App- Still Unable to Register

Hi Mozart2,

Thanks for your post and welcome back to our community. 

We're sorry to hear about the issues you're having with the online account. 

The phone team can now assist with this to ensure you can verify the account.

We're unable to do this via the forums, however the phone team can help. 

Please call on 150 from a Virgin Media Landline or 0345 454 1111 from any other phone. 

Unfortunately, the person that I spoke to (after calling 150), yesterday, was unable sort this ongoing problem out, despite patiently trying out a variety of possible solutions.

So, I am still unable to successfully link my Virgin Media 02 I.D. to my Virgin Media account because the latter is registered with an old, email address that I am no longer able to access.

• 3 months ago, I was told that the Virgin I.T. team would be immediately informed of this problem. I was given a Raised Ticket number of : PO13132454 and told that they would let me know when it had been solved. I am still waiting.

The Virgin Media chap that I spoke to, simply took me, step-by-step, through the initial stages of signing-in to the VM. O2 app; something that I was able to do until it came to the requirement to link my Virgin Media O2 I.D. to my Virgin Media account: this I was unable to do because the verification email is being sent to the old, NO-LONGER ACCESSIBLE email address that is linked to my Virgin Media account (thus I was unable to complete the process that would enable me to finally be able use the Virgin Media app).

After this, he was unable to go any further. So, he promised to investigate this problem, further, and then call me back in an hour's time with a solution. Unfortunately, for whatever reason, he never called me back 

If the email address, that my Virgin Account is presently registered in, could be changed to exactly the same email address as that of my Virgin Media O2 I.D., the problem would be solved. However, I have yet to find anyone at Virgin Media who actually knows how to do what would seem like a not-too-difficult thing to accomplish.

No: no further IT ticket was raised and no update was provided for the one that I was given, back in July .

Thank you.

Yes: I have, indeed, asked several members of the Virgin Media Customer Support Team, whether they are able to change the old (and, now, inaccessible) email address that my Virgin Media account is currently registered-in. They have all said that they are unable to do this.

I have now been unable to access the new VMO2 app during these past 3 months and still remain unable to do so because of this problem. I can only hope that someone at VM is fully aware of this matter and that they fully realise and fully appreciate the immense frustration that it continues to cause.

We are having the exact same issues as you are, old unaccessible email account ect.  It seems to me bright spark has created a new system to integrate 2 different company accounts and it doesn't work. My wife is on the phone again right now speaking to them. I managed to get the email address changed earlier today but the lady has put it into the system wrong. I rang again and the second lady wouldn't chat to me about the account even though I had given her all the security details. I Said why can one person talk to me but she won't? She said it's the rules of VM. What a farce. Reading through the community it appears VM  have no idea how to fix the issue.