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Lowesy64's avatar
Lowesy64
Joining in
28 days ago

Problem with App and Virgin Media staff lying to me about “closing” an account

I first tried to become a Virgin Media customer on 14th of December 2025 but the saleswoman on phone opened me an account with a Sim. I had not requested that as I have a contract phone with 02. I asked for broadband, tv and landline. Got broadband, tv and SIM. After hours of calls on 19th December, the account was “cancelled” I got compensation for her fraudulent nonsense. 
Went to 02 shop on December 20th and ordered the Virgin Media package I wanted and originally asked for.  I’ve had bills for SIM card account, which she had used a version of my name and a different email, similar to mine. Rang up. Said they would “close” original account( even though it’s supposed to be closed. 
It was installed yesterday. My problem now is I cannot access the App as it still contains details from original order. I was on phone to six people yesterday. The final guy said he has “closed” original account and it should be sorted today. It’s not. He also said I might have to use another email but I can’t do that either. I’ve uninstalled, reinstalled and it just shows old “closed” account details.
Can anyone help me 

app
MyVirginMedia

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  • Muhammod_I's avatar
    Muhammod_I
    Icon for Forum Team rankForum Team
    28 days ago

    Thanks for reaching out to us Lowesy64 and we're sorry to hear about the issues you're having when logging in.

    To investigate this further, we'll be sending you a private message shortly.

  • Lowesy64's avatar
    Lowesy64
    Joining in
    20 days ago

    No one has contacted me with a private message. I did get the issue sorted out after contacting Virgin media three separate times myself. Very disappointing customer care 

    • Muhammod_I's avatar
      Muhammod_I
      Icon for Forum Team rankForum Team
      19 days ago

      Thanks for reaching out again Lowesy64 and we're sorry to hear that you didn't receive the private message when you first reached out. After checking the system, we can see the private message was sent however it looks like you didn't receive it due to a technical issue on our side. 

      We're glad to hear that you have been able to resolve this now and if you need any further support, please don't hesitate to reach out.