Forum Discussion

sam4262's avatar
sam4262
Tuning in
3 years ago

My Virgin Media account showing the old account number and details

Hi,

I have moved home for more than a month and got a new contract. However, my online account details still cannot be migrated, it's still showing my old account number, details, bills etc.

The Virgin Fault team told me multiple times that they would fix this problem and do the migration, however, two months passed without any progress.

Is there anyone could help here?

Many thanks

  • Thanks for your post on our Community Forums, and a very warm welcome to you sam4262.

    Sorry to hear of the issue with the online account - since moving home.

    I'm not sure exactly what you've been advised but I fear one or two steps have been missed here.

    Can you confirm if you were advised to register for a new account with the new account number being included?

    This would need to be done with an alternative E-Mail address, but once complete a move and transfer could then be completed from your former account to the newly created account.

    Kindest regards,

    David_Bn

    • sam4262's avatar
      sam4262
      Tuning in

      Thanks for your reply David. I have tried using a different email to register. However, after finished putting my last name, new account number and reference code, it says "We've found you! Account already set up", and it's showing my old email as well as all the old account details.

      The customer service also said they will remove my old account details and I can continue to use my old email address.

      Thanks.

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)

        Hi sam4262,

        Thanks for the update on this, and the additional information! Unfortunately, our Customer Service Teams aren't able to fully remove a My Virgin Media email from a previous address.

        We can definitely look into transferring your old details over to your new ones. Please look out for my private message in the top-right of the Forums, in the purple envelope.

        Cheers,

  • My problem is still not resolved, is there anyone here could provide further help on this? Thanks a lot.

    • Alex_RM's avatar
      Alex_RM
      Forum Team

      Hi sam4262,

      Very sorry to hear you're still having an issue with this. So I can help further I've popped you over a private message (purple envelope, top right hand corner)

      Alex_Rm

      • Jrw1238's avatar
        Jrw1238
        Joining in

        Hi Alex, I am having the same problem. Please could you PM me to resolve it as well please? 

        thank you!

  • I am having the same problem and cannot figure out how to resolve it. Can someone help me please?

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)

      Hi alexwoolgar 👋

      Thanks for your post, and a warm welcome to our Community Forums.

      I'm sorry to hear you're experiencing similar issues with your My Virgin Media showing the incorrect details for a previous account with us. To confirm, have you been installed at your current property, or are you awaiting an installation?

      Are you able to sign-in to My Virgin Media, and it's showing the incorrect details, or are you experiencing other issues?

      Thanks,

  • Hi Reece,

    When I log in it shows the details of my old package and doesn't show my new package. Similar to another poster on here, I tried to set up an account using a different e-mail address but it still just linked back to my old account.

    Thanks,

    • Lee_R's avatar
      Lee_R
      Forum Team

      Thanks for getting back to us alexwoolgar 

      I would love to help you resolve the issue of having the correct account set to your preferred My Virgin Media username.  I am going to send you a private message. Please keep an eye on your inbox in the top right of the screen.

      Regards

      Lee

  • I’m having the same issue – my MyVirginMedia account is showing my old account number (for a broadband account that was closed several months ago), and I can’t see my details or bills for my new account. Every time I try logging into the new account it shows my old details; every time I try registering a new MyVirginMedia account with my new account number, it says I already have an account set up under the email address from my old account. Could someone from Virgin please advise? Thanks 

    • Tom_W1's avatar
      Tom_W1
      Forum Team

      Hi DM23 and wacforrester thanks for your messages here although we're sorry to hear of the concerns you've raised here.

      We may need to raise an IT Ticket for you both so please expect a PM from me to arrive shortly and respond directly when you can!
      Many thanks

  • Hi there, 

    I'm having the same issue, every time I try to sign in the app shows an old closed account, when entering a new email address it displays "We have found you!" Please can someone please advise.

    Thank you