Forum Discussion

Lord_Thaemris's avatar
Lord_Thaemris
Joining in
3 years ago

Cannot access my new account, signs me into old one

Hi, I had a Virgin Media account for broadband back in 2018. Had this account for about a year then moved and canceled the account.

Now I am moving again and have become a customer to Virgin Media again and have  subscribed to Virgin Media internet broadband. 

I have set up this new account through my primary email but I have noticed that it is still linked to the old account which is now inactive. There appears to be no way to de-linking the old account number and linking the new account number to my email address. Whenever I tried to log in using different credentials with my new account number it states that the account is already open under my email but then reverts me back to my old account.

 

Virgin do have my current email on the new account as I get emails from them but cannot get online to view my account. Will be grateful if old account can be de-linked/deleted and new account linked to my login. Or for my new account to be allowed to register with an alternative email?

I am at a loss at the moment. I have tried phoning and they said just to wait until my internet was active. It is now active and I am getting the same issue. I attempt to sign up using my account number and area reference. it then says that this account is already active with my email. Therefore I log in with that and it goes to my old account.

Please someone help me with this predicament. I would like to access my account so that I can keep on top of bills and services etc. I just keep on going round in circles and cannot seem to set my new account up properly.

Thanks in advance for any and all help with this matter. If I require to give additional information about this issue then please let me know.

 

Kind Regards, 

Matthew 

  • Graham_A's avatar
    Graham_A
    3 years ago

    Lord_Thaemris  The Move & Transfer process is not something that you can do yourself. David_Bn or another member of the VM Forum Team would need to arrange this if it is possible.

  • Anonymous's avatar
    Anonymous
    3 years ago

    Sounds like a cookies issue

    open an inprivate tab on your browser and log in there with the new account details see if that works.

    Or you can just clear all the browsers cookies, mind this will log you out of any sites you have signed into

  • David_Bn's avatar
    David_Bn
    Forum Team
    3 years ago

    Good Afternoon Lord_Thaemris, thanks for your post on our Community Forums, and a very warm welcome to you!

    Sorry to hear of the issues you've faced with trying to set up a new online account.

    You should be able to set up the online account using an alternative E-Mail, have you gone through and tried this?

    The other alternative is to locate your former account and perform a move and transfer from the former account to the newly formed account.

    Kindest regards,

    David_Bn

    • Lord_Thaemris's avatar
      Lord_Thaemris
      Joining in
      3 years ago

      Good Morning, 

       

      Sorry for the late reply but I work shift patterns so it is easier for the forum posts but replies may be poor in length of time.

       

      I have attempted countless times to set up the new account with an alternative email but when I attempt to do registering after putting in the account number, area reference and my surname it states that the account already exists under my email address and takes me to my old account.

       

      I have tried to do what you have said in terms of transferring my old account into the new one but I cannot find how to do this. This makes me sceptical to if it is possible to do. Any help and guidance would be much appreciated. 

       

      Did not realise that this would have been such a difficulty and expected that my account from 4 years ago would have been deleted/closed by now.

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        3 years ago

        Lord_Thaemris  The Move & Transfer process is not something that you can do yourself. David_Bn or another member of the VM Forum Team would need to arrange this if it is possible.

  • Reemo's avatar
    Reemo
    Joining in
    2 years ago

    Exactly the same issue here! 

    Can I get some help with accessing my new account please? 

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      Hi Reemo, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having an issue trying to access your and set up your new My Virgin Media account. 

      This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

      I have sent you a direct message to allow us to do this with you in a private space. Just click on the little envelope at the top right-hand side of the page to access your inbox.

      Thanks, 

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      Hi Reemo, 

      Thanks for coming back to us in the Community and confirming things are resolved for you now. 

      If you have any further issues, pop back and let us know so we can help further. 

      Take care,

      • JohnSmizz's avatar
        JohnSmizz
        Joining in
        2 years ago

        Hi-

        I'm having the exact same issue, and am near despondency with the help I've been able to get online. I cannot even authenticate myself with the Tech Support because they insist on asking me questions on my new account, which because of the problem in this thread, I have no access to!!

        Please can someone reach out to me so we can merge the two accounts?

        Thanks,

  • dugg1989's avatar
    dugg1989
    Joining in
    11 months ago

    Hello,

     

    I have exactly the same issue. I had a VM broadband account but moved house. Because there was a two month gap between houses, it appears my old account was closed and a new one set up. 

    Now my new broadband account is up and running but I can only access the old, inactive account via the app. 

    Would appreciate any assistance. 

    Thanks

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      11 months ago

      Hi there dugg1989 

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

      I am so sorry that you have faced this issue with your service and thank again for posting. I'd be happy to take a look into this with you via a private message.

      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.
       

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      11 months ago

      Thank you for chatting with me via the PM dugg1989 and I am so glad that we have now resolved this. 

      Please do pop back to the forums in the future should you ever need any help and we will do all we to assist!

      • MM03's avatar
        MM03
        Settling in
        9 months ago

        Hi,

        I have the exact same issue. I had an old account with VM at my old address a while back and just moved and signed a contract with VM at the new address, but whenever I try to login to my virgin media using my surname, account number and area reference it just prompts me to sign into my old account from my old address. 

        My broadband is up and running just fine, but I can’t access my new account, only my old account for my old address, which is inactive.

        any help would be greatly appreciated.