We’ve found your virgin media account

Hi Samuelwiseman 👋 Welcome to the community forum! Thanks for posting. 

Sorry to hear about your difficulties getting registered with My VM 👉 virg.in/myVM since joining us! Are you installed and active yet?

If not, it may be that we need to wait for your services to go live. If you don't have an active account to link the VMO2 ID to, then it will not be able to finish the process of setting you up. (This was often the case with My VM before the changes to the platform this week.)

We do appreciate that there have been a number of teething issues as a result of the changes to My VM / VM02 ID this week - with an array of slightly different scenarios which we are having to investigate and raise individually. We'd like to sincerely apologise for any frustration or inconvenience caused! We know it's not been ideal. Please rest assured this has been fed back internally.

The team behind the scenes are working hard to put in fixes with the platform itself, but thank you for your patience in the meantime whilst we offer support with customers on a case-by-case basis. 

All the best! 🌞

HI, I'm not a new customer (20+ years) I also get that prompt:

“We’ve found your Virgin Media account

However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID.

If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to.”

Unfortunately the email they say my account is registered to hasn't been used in 5 years, I no longer have access to it so can't confirm the the link they've sent.

Been on to VM Customer Service (India) 3 times each time I'm told to go to that OLD email address to verify my account despite telling them, in words a 5 year-old would understand, that I can no longer access that email . I have been using another email (gmail) address for over 18 months so why it's reset back to the OLD one no one has an answer. 

Still waiting 5 days later, totally locked out of my email despite  2 'urgent action' tickets being raised - allegedly!

So good luck, I hope you fair better than the rest of us 

I'm having the same issue, and am waiting for a call-back from the tech team.

I am wondering whether someone has attached the incorrect email address to my VM account since I originally signed up for the service, as our estate has only recently been wired up for VM, and so probably a lot of new accounts with similar addresses.

If this is the case, I hope none of my personal data have been compromised!