Forum Discussion

Prakii's avatar
Prakii
Joining in
2 years ago

New account number change in Virgin App

Hi, we moved house at the end of November . The new account was created for me for when moving to new house. My virgin media app is accessed through my primary email but it’s still linked to the old account which is now inactive. There appears to be no way to de-linking the old account number and linking the new account number to my virgin media app. I don’t really want to set up a new account with different email. The strange thing is that Virgin do have my current email on the new account as I get emails from them but cannot get online to view my account. Will be grateful if old account can be de-linked and new account linked to my login.

 

Regards 

Saranya

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi Prakii, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    Apologies to hear that since moving home, you've not been able to access your My VIrgin Media. When you move, you get a new account so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

    To do this, I will need to clarify a few details with you so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,