Forum Discussion

aatwo's avatar
aatwo
Tuning in
6 days ago

Just moved house and can't register because my email is in use

Hi. I just moved house and went through the process to move my services to my new property. For what ever reason my old account appears to be closed and has a closing bill statement when I log in to it. I have a new account number so I guess I need to make a new account but when I try to do this it complains because my email address is already in use. So what am I meant to do in this scenario?

Apparently I have some kind of setup pack being sent to my new address so perhaps this contains instructions, but this is already a day late and I am meant to be starting work from home today so cannot wait for it.

My virgin router is already plugged in, it just says "access denied" with respect to internet connectivity so should be good to go as soon as this email problem is resolved.

access denied
moving
new account number
  • Molly_T's avatar
    Molly_T
    Forum Team
    6 days ago

    Hi aatwo 👋 welcome to the community forum! Thanks for posting. 

    Sorry to hear about these issues with your account and services following a Move & Transfer of your services to a new address. When you move, a new account is made (as each account is directly linked with the address, and account holder name.) Then your services are transferred over on your switch date, and the old account is disconnected. As part of this process, you should also have your My VM logins transferred over - but it sounds like this hasn't succesfully happened in this case! I'd need to take a look at the account to ensure we have you set up correctly.

    You can find a PM in your Inbox 📩 in the top right corner of the page, where I will offer further support with this. 

    I will also just get a little more clarification from you on the router connectivity issue - as this may indicate some other kinds of problems we need to address. Thanks for your patience in the meantime! 🌞

    • Molly_T's avatar
      Molly_T
      Forum Team
      5 days ago

      Hi All 👋

      Just returning to the public thread to keep things updated. Thanks to aatwo for PMing with me 📩. We were able to confirm the information needed to take a closer look. 
      We've now successfully completed the transfer of their account following the move to a new address. All their equipment is active, and the My VM login is also now sorted. 

      Just let me know if there's anything else outstanding you need help with. Thanks for your time and understanding whilst we got things sorted! Wishing you all the best at your new home! 🌞