Forum Discussion

lovellpeter's avatar
lovellpeter
Joining in
2 years ago

Wrong account number showing on virginmedia.com

Hi.

I've moved property recently and took VM with me, but changed for a new package- new account number, old account deactivated. Everything for the new account is installed and working fine, but My Virgin Media is still showing my old account and I'm unable to change it over to my new one to see bills and such.

The same email was used. I called up and was told to try with a different email, which I did, but all it says with a new email is that there is already an account set up but it only leads me to the old, deactivated account and I can't get it switched over to my new account.

Kind regards.

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)

    Hi lovellpeter,

    Thanks for your post and welcome to the community.

    Many apologies for the issues faced with the MyVM not being transferred over.

    So we can investigate this further I've dropped you a PM.

    The message will appear within the envelope icon at the top right hand side of the forum page.

    Regards,

      • Tom_W1's avatar
        Tom_W1
        Forum Team

        Hi Justinmc12321 thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

        Please allow me to send you a PM so I can look into this further for you, kindly expect the PM to arrive shortly and respond directly when you can!
        Many thanks

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)

    Thanks for your cooperation over PM lovellpeter,

    The details should now be in process to transfer.

    Do let us know if you require further assistance.

    All the best,

    • lovellpeter's avatar
      lovellpeter
      Joining in

      Thanks for all you help Kain_W, you made the process so simple and easy to understand.

      Having been on the phone earlier in the day for over an hour and getting nowhere, I will definitely be coming back to this forum in future should I have any further problems.

      Many thanks

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team

        No problem at all, I will be happy to pass the feedback on.

        I hope you have a lovely rest of the day. Thanks 

  • Hi there I am also having the same problem i think. MyVM account shows a previous account number and does not reflect the new packaged I have signed up to which means I cannot access any information regarding the package or the repeat install appointments that are being messed up.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there NSumpter 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      I am so sorry that you have also faced this issue, let me pop you a private message so we can take a look.

      I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

      • cboyle99's avatar
        cboyle99
        Joining in

        This has also happened to me, can you assist? It has erased my direct debit too I don’t want to miss a payment

  • This exact thing is happening to me and I can’t see my bills. Please help 

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi MH1414 👋.

      Thanks for reaching back out to us, Apologies for the issues that you have been having with your account. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

      Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

      • jamesbream's avatar
        jamesbream
        Joining in

        Hi there, I have just mived house and setup a new account with virgin media. I can't login to access anything and when I try and sign up it just says an account cannot be found with my details. Can you help please? James.

  • Hi, 

    I am also having the issue described. After address change, my VM is still showing my old account num and area ref so I am unable to open URLs sent via email to view my current bills. 

    Any help appreciated.

    Best,

    Alex

    • Steven_L's avatar
      Steven_L
      Forum Team

      Hello AJS3,

      Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account. This sounds like your account has not yet been fully migrated over to your new online account as of yet. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L