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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.

  • John_GS's avatar
    John_GS
    4 years ago

    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

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 years ago

    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
      2 years ago

      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)
        2 years ago

        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
      2 years ago

      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
        2 years ago

        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
      2 months ago

      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
        2 months ago

        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. 

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 years ago

    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
      3 years ago
      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
        3 years ago

        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