Forum Discussion

Ben1618's avatar
Ben1618
Joining in
2 years ago

Unable to see new account in app after moving house

  • Hi, we moved home I called Virgin to help move the connection to new place. The person on the phone signed me up to a new tariff for the bundle I had. In the process a new account was created for me which I wasn’t aware of. 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 as I don’t access it and will likely miss important emails. 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. 
    Thanks,
moved house
Update app

14 Replies

Sort By
  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Ben1618 👋,

    Welcome to our Community Forums and thanks for your post. 

    I would love to help you with this so will pop you a PM 📩 to confirm some details and we can take it from there. 

    Hope to hear from you soon 😊

    • Youngspooner's avatar
      Youngspooner
      Joining in
      2 years ago

      Hi @Ben1618 I am having rhe exact same problem. What was the solution. I had the most nightmarish conversation tonight where call centre op wouldn't put me thru (even though I was returning a call regarding my installation tmrw), since she was looking at one account, I was looking at both and she said I wasn't quoting the correct plan. Insane. All I asked was to move house, not change my plan. I don't get all this stuff on the bill saying volt... discount £26... the showing the amt. I've not asked for any extras what do ever just a big standard broadband. If I don't get connected at new place tmrw, I'm going to be a v unhappy customer.

      can you share your fix? 
      thank you,

      rebecca 

      • Jodi_S's avatar
        Jodi_S
        Forum Team (Retired)
        2 years ago

        Hi Youngspooner,

        A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're unable to locate your new account in your Virgin Media app.

        From your post, it seems that you've not yet been installed at your new property. 

        Unfortunately, until your new services are installed and up and running you will not be able to register your new account details online to view your bills/contract details.

        Once your services are installed, and active, you will be able to register your new account number. 

        Kind regards Jodi. 

    • Megt's avatar
      Megt
      Joining in
      8 months ago

      Hello, I am having the same problem please can you help me?

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        8 months ago

        Hey Megt, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

        If you have moved house into you would need to set a new account up.

        If you are looking to use the same email we would need to raise an IT ticket. 

        If not you can set this up right away, do let us know.

    • Spoff's avatar
      Spoff
      Just joined
      2 months ago

      Also having the same issue, have moved house and account is showing as closed with no access to the new one that I was never told had been set up. Using the same email address as previous, receiving emails but no access to my account on app or online. This appears to be a re-occuring issue Virgin has, perhaps better communication is needed.

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        2 months ago

        Hi Spoff 👋 Welcome to the community forum! Thanks for posting. 

        Sorry to hear you are having some difficulties viewing your new account via My Virgin Media. 

        When you move home, as part of the process of transferring your services to a new address, your My VM logins should also be changed over to the new account. More often than not, this process does happen seamlessly - but most of our customers that don't experience an issue would have no need to post about it! I do appreciate your frustration, and my sincerest apologies that this has happened in your case.

        I will send you a PM to confirm a few account details and help get this sorted for you. You can find the PM in your Inbox 📩 in the top right corner of the page. We can then return to this public thread with an update when possible. 

        Thanks for your patience in the meantime! 🌞