Forum Discussion

jpainter's avatar
jpainter
Joining in
16 days ago

Unable to register account

I moved house, my old account was cancelled and a new one set up with a new account number and contract.

I get emails RE bills and my contract to the original account email address. If I sign into my account it shows me only the old contract information and the old bills, nothing about the new contract or account. 

Ive called support and have been told I need to register a new account with a new email address. Every time I do I am told that something went wrong. I have tried different browsers, reset the cache, different email addresses, everything. 

I called back and was told to just try again later. I have been trying to access my account details for over 4 months now and I cant. Calling support has not helped. 

I need this resolving asap.

account
home
moving
new account
register
registering

2 Replies

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  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    16 days ago

    jpainter​  When you arranged the adviser should have implemented the 'move and transfer' process.  This was both you old and new accounts would have been available under the same My Virgin Media login as before.  A member of the VM Forum team should be able to look into this for you when they reach this thread.

    I recently moved house and everything was transferred across so I know that when done properly the Move & transfer process does work.

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    16 days ago

    Hi jpainter thanks for your reply.

    We can look into this further for you so please expect a PM from me to arrive shortly and respond directly when you can!
    Many thanks