Forum Discussion

Zaxx's avatar
Zaxx
Joining in
12 months ago

Email address still connected to old account.

I have just rejoined Virgin Media. I am still using the same email address as my old account. This therefore means that every time I login to My Virgin Media App I’m met with my old deactivated account meaning I can’t make an changes, or see any of my new account details or package contents.

Can you help please?

  • Gareth_L's avatar
    Gareth_L
    12 months ago

    Hello Zaxx 

    Thanks for your post. 
    Sorry to hear about the issue with your online account showing the old one.
    I can look into this for you, as it will be an easy fix from here.
    If you don't mind, I will need to send you a private message to pass security. 
    If you can check the Logo top right of your screen that would be great. 
    Regards     
    Gareth_L
     

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    12 months ago

    Hello Zaxx 

    Thanks for your post. 
    Sorry to hear about the issue with your online account showing the old one.
    I can look into this for you, as it will be an easy fix from here.
    If you don't mind, I will need to send you a private message to pass security. 
    If you can check the Logo top right of your screen that would be great. 
    Regards     
    Gareth_L
     

    • Zaxx's avatar
      Zaxx
      Joining in
      12 months ago

      All now working. Thanks for your help.

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        12 months ago

        Hello Zaxx.

        Thanks for the update.

        Glad to hear everything is now working for you.

        Can I help with anything else at all?

        Gareth_L

    • Manoila's avatar
      Manoila
      Tuning in
      12 months ago

      Hi Gareth ,

      I am in exactly the same boat as Zaxx. Stopped my Virgin Broadband in September , now reconnected, but can see only my old account on the app and the web page. Is there any chance you can help?

       

       

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        12 months ago

        Hello Manoila

        Of course I can help you get your new account set up.

        Same as Zaxx, I will need to pass security first though.

        If you can check your logo at the top right of your screen that would be great. 
        Regards     
        Gareth_L
         

         

         

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      12 months ago

      Good stuff John.

      If you do ever need anything else, head back to our community and we can take a look.

      Gareth_L

  • JP1234's avatar
    JP1234
    Joining in
    7 months ago

    Hi  there,

    I'm also in the same situation - my email is still linked to my old account. I left VM back in February and I've now rejoined. I've spoken to customer service on the phone about this issue and they said there wasn't anything they could do to rectify this problem, but it looks like the VM Forum Team has been able to help others with this issue. Please could you also help me?! 

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      7 months ago

      Hi JP1234 thanks for your post although we're sorry to hear of your concerns.

      Please expect a PM from me to arrive shortly so I can look into this and respond directly when you can.

      Many thanks

    • JP1234's avatar
      JP1234
      Joining in
      6 months ago

      Issue now resolved. Thanks for your help @Tom_W1 😊

  • JF33's avatar
    JF33
    Joining in
    5 months ago

    Same issue for me - cannot register my new account due to my email still being used on the old one. Can anyone help me out?
    Thanks

    • David_Bn's avatar
      David_Bn
      Forum Team
      5 months ago

      Thanks for reaching out to us JF33, and a very warm welcome to our Community Forums!

      Sorry to hear of the issues experienced when trying to register for your new account.

      If you're still able to access the former account, it may be worth attempting to try altering the E-Mail address that is used as the username for that account and then seeing if the desired E-Mail account can then be registered for the new active account as this will then be free from the former account held.

      Thanks

      David_Bn

      • JF33's avatar
        JF33
        Joining in
        5 months ago

        Went round in circles a few times, but in the end that did seem to work!

        Thanks

  • Babarali's avatar
    Babarali
    Joining in
    3 months ago

    Have the same issue as Zaxx

    Have tried calling and also using your WhatsApp support and despite saying they fixed the issue - they haven't!!!

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      3 months ago

      Hi Babarali,

      Thanks for posting and welcome to our community 😊

      So I can help you with your email, I've popped you over a private message to get a few more details from you.

      Alex_Rm

      • Lewisleeuk's avatar
        Lewisleeuk
        Joining in
        2 months ago

        Hi

        I am having the same issue. Moved house a month ago, everything has been fine but cannot access my new account. Tried to register with email address and it says 'already in use' don't want to provide a new email address.

        I can only view my old account at the old address. Spoke to virgin media 3 times on the phone with no such luck saying someone from second line support is sorting. 

        Really need to see my latest bill if someone can assist would be greatly appreciated!

        Thanks in advance!