Change account number
Hi I have a new contract and need to change the account number associated with my email so I can access the new information with the app
Forum Discussion
72 Replies
Hi Ckuk,
Have you moved house, or did you leave Virgin and then return as a new customer?
If you moved house then a member of the Forum Team may be able to perform a move and transfer and set your email address up with your new account.
However if you are a returning customer then you will need to use a new email address.
I moved house, got a new contract as there was a month gap between houses. The app still logs in and shows my old contract number
- Beth_G
Forum Team
HI Ckuk,
Thanks for posting on the Community Forums.
This is completely normal - don't worry. What we need to do is what's called a 'Move and Transfer' between both your old and new account so that you can continue signing into your My Virgin Media using your same credentials but your new account details will show.
I'll pop you over a PM now so I can help with this.
Beth
I have the same problem, recently moved home, still have the old account no. associated with email Id. How can I change the old number and access the new account?
- Akua_A
Hi yahyahameed
Welcome to our community forums and thank you for your first post.
Sorry to hear your email id is still attached to your old account. In this case, you can register the new account with a new email address https://www.virginmedia.com/my-virgin-media/register/get-help or we can try to move your email from your old account to the new one. Please let me know which you would prefer and I will do my best to help.
Thanks,
- Beth_G
Hi Ckuk,
Thanks for sharing the requested details with me via PM.
After looking at the account, I can see that your services have not yet been activated, meaning that your My Virgin Media account won't be ready just yet. This means that I won't be able to process the move and transfer until your services ave been activated.
However as soon as your services are activated, please let us know from here so we can process that for you as soon as possible. If you need help with anything else in the meantime, just give us a shout and we'll be happy to help.
Kind regards
Beth
Hi there - I'm having this same issue. I moved home and my old account was disconnected yesterday and the new account is being connected today. The engineer is supposed to be coming between 1pm and 6pm and I was told I could check for a more specific time slot on the day through the app. However, the app is connected to my old account which has no appointments connected to it so I can't check anything.
Hi zoehenry,
Thanks for getting in touch, and a warm welcome to our forums.
As previously mentioned, if you haven't been installed on your new account, then we would not be able to get your My Virgin Media transferred just yet. Has the Engineer been to your new property and installed your services?
Once you've been installed, we can definitely assist in getting this transferred over.
Cheers,
Hi
I'm having the same issue with old account number, I've tried setting up on another email but it just keeps going back to the old number and I can't check services or get my volt benefits. Please help
- Akua_A
Hi Davechiz
Thank you for reaching out to us regarding this account number issue. We can understand the inconvenience caused and want to best help. To best look into this, I am sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon.
Thanks,
Hi,
I'm having this problem as well.
I recently moved and can't log in.
- Matthew_ML
Hey Rach_S, thank you for reaching out and I am sorry you are having trouble signing in.
You are going to have to make a new account if you are looking to use the same email we would have to raise an IT ticket for you.
I will send you a PM so we can do this, please look out for the purple envelope. Thanks
Have you had any luck Rach_S? I've been unable to access my account for 53 days now!
- Kath_P
Hi Evonwo,
Thanks for your post and apologies that things are taking some time to get resolved.
I can see that we've already looked in to things for you and we've had to raise this with IT to get resolved. Please rest assured that as soon as we have any update, we will pop back to you.
Apologies for the delay and inconvenience.
Thanks,
I have the same issue. Please help
I have the same issue. Please help
move house,and finished install and useing the network ask this question .
- Matthew_ML
Hey Dominictht, thank you for reaching out and a warm welcome to the community I am sorry to hear you are having some issues setting an account up.
I am going to send you a PM so we can look at setting an IT ticket up for you.
Please look out for the purple envelope. Thanks
- Paul_DN
Hi Dominictht,
Thanks for joining me in a private chat and for clearing security, glad I was able to help get everything sorted and that you now have access to your Online account and that the package is now as requested, if you need any further support, please do not hesitate to reach back out.
Regards
Paul.
I have this same issue
- Ashleigh_C
Hi there Gibbsykid
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry to hear that you are also facing this issue with your services, I'd be happy to take a look into this with you via a PM.
I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
I am having this same issue, since December.
- Steven_L
Hey PictoUK,
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. What have you been advised so far about this and have you been told why it is taking so long to get this resolved?Kind Regards,
Steven_L
After I moved, my router wasn’t working. I was told that this was because I had been set-up with a new account number, and that needed to be changed on the router. That was done the same day, and I was told that everything should be ported across shortly. I’ve not heard since then, but to be honest I’ve not tried to log into My Virgin Media since, so I’ve only recently notice the issue.
I have the issue of not being able to see my new account and now it says I'm inactive when I have a new account which started 2 months ago. I can't access any account details or o2 priority. I have tried ringing on numerous occasions to be told I don't have a new account which I do as I gave the contract in my emails. I'm losing my mind now.
- Martin_N
Hi SARESB123,
Thank you for your post and welcome to the community.
I'm very sorry to hear about the issue you've been having with your account.
I am happy to take a look into this for you.
I will private message you now.
^Martin
Hi, I am having the same issue, I got a new contract but am using the same email as previously and my Virgin Media account still shows the old account number.
Hi, I have same issue. I can’t see my new account details when I login. My new account has already been activated on 11th of Nov2023
- Alex_RM
Hi emrecan,
Thanks for posting and welcome to our community 🙂
If you have a new account you would need to re-register the My virgin Media account with the new account details. You can either use a different email address to do this, or we can raise an IT ticket to transfer over the details from the old account.
Let us know if you'd like us to do this and we can pop you over a private message.
Alex_Rm
