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,