Forum Discussion

BantamMenace's avatar
BantamMenace
Joining in
2 years ago

My Virgin Media app connects to wrong account

Hi all,

I have seen folks have similar issues. When I try to log in to My Virgin Media account on the App it logs me in to an old account that was cancelled, and not my new account. I have both the old and new account numbers but cannot find a way to change which account number it logs in to. Help!

  • Molly_T's avatar
    Molly_T
    2 years ago

    Hi BantamMenace 👋 welcome to the community! Thank you for posting. 

    Sorry to hear about the issues with your My Virgin Media account login. It may just be that we need to get the email address transferred across to your new current account. 

    We will just need to send you a PM to confirm a few account details so we can arrange this for you.

    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi BantamMenace 👋 welcome to the community! Thank you for posting. 

    Sorry to hear about the issues with your My Virgin Media account login. It may just be that we need to get the email address transferred across to your new current account. 

    We will just need to send you a PM to confirm a few account details so we can arrange this for you.

    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

    • d_cornell's avatar
      d_cornell
      Joining in
      11 months ago

      Hi,

       

      I am having the same issue. Old account number is showing whenever I log in to the app. Please help!

       

      Thanks

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        11 months ago

        Hey d_cornell, thank you for reaching out and I am sorry to hear this.

        Please remember you need to be an active customer to use the Connect App, also if you've moved your account up for example to a new address you must re register under your new details.