Forum Discussion

charlotte983's avatar
charlotte983
Joining in
3 days ago

We cant find your virgin media account

So after the last months of constantly trying to contact virgin media and get this issue resolved this is my last chance, I am trying to link my virgin media account to my virgin media o2 login as I want to be able to access virgin go and skysports as I am subscribed but everything I get to the point where it asks you to enter your account details it states that the account does not exist. I have contacted virgin media over 10 times on this and still had no response from the so called IT team (not sure if they actually have one because it's been that long without a response). The customer service both on the phone and over live chat is terrible and I've never had a worse experience with a company. So I am reaching out to see if anyone else has experienced this and if so how did they resolve this? Maybe virgin support team might actually reach out because im close to just cancelling and moving to another provider as im paying for a service I cannot use. FYI account number and area reference are 100% correct as I've checked this over and over again and been a customer for 5 years. 

account not recognised
sky sports app
tv go app

6 Replies

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

      You've posted in the section for VM mobile accounts section. 

      Are you currently paying for a broadband service with VM?

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      2 days ago

      Hello charlotte983

       

      Sorry to hear of the VMO2 ID issues and frustration getting help with this has caused, we appreciate you taking the time to raise this via the forums.

       

      You’ll need a Virgin Media O2 ID to manage Virgin Media services online. It replaces signing in to sites like My Virgin Media or My O2 with two different sets of sign in credentials.

       

      This way you’ll only need to remember one set of signing credentials to access all your Virgin Media and O2 services. Our Virgin Media O2 ID is backed by the latest security methods, like passkeys, making your online experience safer and more secure.

       

      When you sign in to the Virgin Media and O2 online spaces with your Virgin Media O2 ID, you’ll be able to access all our other apps and spaces on the same device. A Virgin Media O2 ID replaces the need to create separate sign in details for Virgin Media and O2 online spaces.

       

      If you have a My Virgin Media or My O2 account and haven’t set up your Virgin Media O2 ID yet, when you sign in to these spaces, just enter the email address you’d usually use to sign in. We’ll then ask you to create your new ID.

       

      Otherwise, head to any of our sites and tap Register to sign up and create your Virgin Media O2 ID.

      • charlotte983's avatar
        charlotte983
        Joining in
        2 days ago

        I already have the virgin media 02 ID but when you go to manage account the virgin media account doesnt show. I then try and add the virgin media account and it says that it doesn't exist. The o2 account is showing on my virgin o2 ID but the virgin media account just says it doesn't exist.

  • charlotte983's avatar
    charlotte983
    Joining in
    2 days ago

    I already have the virgin media 02 ID but when you go to managed account the virgin media account foesn show. I then try and add the virgin media account and it says that it doesn't exist.