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Nymerus's avatar
Nymerus
Joining in
4 years ago
Solved

MyVirginMedia showing old account after house move. Cannot register for new account.

Hello,

I moved house a few months ago which involved moving my Virgin Media broadband service from one area to another. On activation day at the new address activation failed and it took 3 calls to support, over 2 days, to resolve. I was not told what the cause of the problem was. Services are now working fine and I am getting billed for the new account.

However, when I log into MyVirginMedia (app or website) only the old, closed, account is shown. Navigating to the 'Manage account' page results in the "Sorry, we have a problem" page being displayed with no details of what is wrong.

I've not had to register for a new account when moving before but just in case this would resolve the issue I did try. I tried using the same email as my old account (and the one I am reciving bills to) and a different email. Both failed to register with the "Sorry, we have a problem" page being displayed.

Could someone please have a look at my account, there is clearly something wrong with it. It could be related to the activation failure as well.

Thanks.

  • Hi Nymerus

    Thanks for posting and welcome to the community.

    If you've moved house and you wanted to use the same online account details as the old property, the process is a Move and Transfer. This takes 24 hours to go through. 

    I'll send you a PM now to arrange this.

    Best,

15 Replies

  • Hi Nymerus

    Thanks for posting and welcome to the community.

    If you've moved house and you wanted to use the same online account details as the old property, the process is a Move and Transfer. This takes 24 hours to go through. 

    I'll send you a PM now to arrange this.

    Best,

    • Durel-16's avatar
      Durel-16
      Joining in

      Hi John_GS 

      I’m having the same issue, only seeing the old account and not being able to change my details even when I try with a new email. 
      Any help would be appreciated.

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team (Retired)

        Hi Durel-16, thanks for reaching out to us and a warm welcome to the Virgin Media Community Forums. 👋🏼

        I'm sorry to hear about the issues with My Virgin Media you are having. 😞
        I will be able to assist you on this.

        I'll send a private message.

        Kind regards,
        Ilyas.

    • Dezkendall88's avatar
      Dezkendall88
      Joining in

      I'm having this issue also, when calling customer services they do not recognise me as I can only access the old account through my account. 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team

        Hey Dezkendall88, thank you for reaching out and I am sorry to hear this, also a warm welcome to the community. 

        If you are experiencing this you would need to make a new account with your new details.

        If you wanted to use the same email we would need to raise an IT ticket for you which can take up to 5 working days, if you wanted to use a different email you can set this up right away.

        Do let us know what you would like to do.

    • joargent's avatar
      joargent
      Joining in

      I am having the same problem and have tried for months to get access to my new account via the Virgin media app.  Why isn’t the Move and Transfer offered when I contacted Customer Services regarding this issue? 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team

        Hi joargent 

        Welcome to the Community Forums. 

        Sorry to hear you're having issues with accessing your online account. 

        Did you complete a home move with the mover's team and transferred your services to a new address, or did you close your account and join us again at a new address? 

        If you didn't move and transfer your services with the mover's team, this wouldn't move your My Virgin Media details. 

  • Thanks for joining me on PM Nymerus

    Just to update the thread, the online account issue has been sorted 🙂

    If you do need further assistance, please pop us a public post on here and we'll be more than happy to help sort this.

    Best,

    • jmgears's avatar
      jmgears
      Joining in
      Hi, @john I am experiencing the same issue please can you help?

      thanks James
      • Chris_W1's avatar
        Chris_W1
        Icon for Forum Team rankForum Team

        HI jmgears, thanks for the message. 

        I am sorry to hear that you have not been able to register, can you confirm if the email which you are using was used on a previous account? If so, this may need to be migrated. Do you wish to use that email? 

        Chris