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

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.

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

Hi Evonwo, Thanks for coming back to us on this. Usually a transfer does take only 24 hours to move across however when a fault has occurred or something else is at play, this can cause the usual system to not allow the merge/transfer in which case we need to raise to IT. It can take them a while to pick up the ticket and work it which is what causes the most part of the wait. Rest assured the team will be in touch as soon as they can with any updates. Apologies once again.

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 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

Change account number | Virgin Media Community

72 Replies

Sue47
Joining in
2 years ago
Hi I'm having this problem too please can someone contact me. Equipment has been installed.
- Reece_MH
  Forum Team (Retired)
  2 years ago
  Hi Sue47 👋
  
  Thanks for posting, and welcome to the Community Forums.
  
  I'm sorry to hear you're experiencing a similar issue. So I can assist further, I'm going to send you a private message. Please look out for it in the top-right, white envelope or by tapping your username and then selecting "Messages".
  
  Cheers,
  - J-Rawe
    Joining in
    2 years ago
    I have an issue, I set up my virgin media app then realised that they had put the wrong address, an hour on the phone they cancelled that order and done a new one with a new account number however I now can’t sign up to the app, because it still has the old account number and said I already have an account help please

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Change account number

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