My dad had a previous account on the same email so I could administer it for him, now I've set up a new account at a different address, under my name, on the same email and have no way to access online services, any way I try to login or reset password including with the new account number, I end up back on that account, is there a way I can sort this?
Hi Arkanoid thanks for posting and welcome back to our community.
Sorry for any confusion around My Virgin Media. You cannot have 2 active accounts with the same email address. However you can move recent former usernames from a previous/former account to a new account. To assist you with this, I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.
Regards
Lee_R
I also have this problem, can't access my new account.
Hi themasonlives,
Thank you for your post and welcome back to our community forums. We're here to help.
I can see that you've already been discussing this matter with one of my colleagues elsewhere on the community forums. We'll continue to assist you from there with this going forward.
Thanks,
Hi,
Same issue here, same email, different account name/number and can't view the new account.
Regards
Hi Flashay,
Thank you for reaching out to us in our community and welcome, sorry to hear you have been unable to set up an Online Account when moving to a new address, when you move the account number changes due to this sitting with the address and not the customer, if you try to use the same Email this will pick up the old account.
Please try setting up an Online Account using a totally different Email, you are no longer able to use an NTL world or Blue-yonder Email, please use a Gmail/ Hotmail ETC.
Regards
Paul.
Hi,
I'm having the same problem. Can you please give me details to assist me getting this sorted? Thank you.
Wheezie
I'm also having the exact same issue, and can't seem to find the right options via telephone to resolve it- any help much appreciated!
Hi there katb008
Thank you so much for your post to our community forums, and welcome to the team.
We are so sorry that you are also facing this issue. Can I just confirm, is your email attached to an account with another person that is active and in use. Or is this email attached to a former account of yours that is now closed?
Sorry, I should have clarified - I moved address this year so it is a previous account that has since been closed.
Same issue, I’ve been into customer support neumerous times and nobody seems to be able to get my myvirginmedia connected to my new account, rather than my old one which is showing up. I have dead zones in my house and can’t log into the app to resolve! Thanks!
Hi Heyitallymcrae1,
Thanks for your post and welcome to the community.
Sorry to hear you're facing issues with the account being transferred, so we can get this investigated I've dropped you a PM to discuss further.
The message will appear within the envelope icon.
Regards,
I also have this problem, can't access my new account
Hi bafticakir thanks for your post here 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 from me to arrive shortly and respond directly when you can!
Many thanks
Hi there, i am having the same issue. Telephone staff have been completely unhelpful. Could you kindly help resolve this? 2 different accounts showing for one email address. One account number is old and was cancelled. New account number is registered with same email address but not showing up on online account or app
With VM you cannot have more than one account associated with an email address, you must use different email addresses.
Hey milo1991, thank you for reaching out and I am sorry to hear this,
If you have just moved house you would need to set an new online account up if you wanted to use the same email we would need to provide a move and transfer which can take up to 5 working days sometimes a little longer.
If you wanted to use a new fresh email you can sign up right away with your new details.
Please do let us know. Cheers
I don't think this is correct because I have cancelled the old account.
Even if you do cancel the account you have stilled moved house so this would need still an IT ticket raising.
If you want to use the same email let us know and we can get this resolved for you. Cheers
Hello I am having the exact same issue.
Hi,
I'm currently experiencing the same issue. Just moved home and had a new account set up, but when I log in I can only see details for the old account with no way to register the new account.
Hello,
I have the exact same issue: can't register for a new account as my email is the same as the old one, thus whenever I try to register it says email already in use as got one account registered in same email address at my rental property but now the new account I set up for were I live on same email account can not log in or change or check account details can you help please
I am also having the exact same issue. Been trying to sort this since I signed up and no one will help me. Telephone/chat messages/WhatsApp, either just hang up or pass me onto someone else who will just not respond. You've sent me someone else's bank details and I told you in the first instance and nothing has been done. My account is linked to someone else and this has been verified, I was then told to pay the outstanding balance for an address I do not live at!?!?! Had enough now.
Hi, I am Experiencing the same issue here 😞
I have two virgin media accounts on the same email address, now i can't access my new virgin media account.. Please help!
Hi AnkP13,
Thanks for your post and welcome back to the community.
Sorry to hear you're experiencing problems with your emails, so we can investigate this further I've dropped you a PM.
The message will appear within the envelope icon.
Regards,
Hello I am having this same issue. I've moved house and can't log into the new account because my email address is attached to my old closed account. Could someone please assist, thanks.
