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,

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.

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 😊

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

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.

Hi thereI am having the same issue. I've moved house and I was given a new plan but it's showing my old account on the app and just says it's disconnected. I don't have any details for the new account as it was done over the phone and when I call they say that they can't help me because I only have access to the details on the old account. I've been on the phone to so many different people for hours and I've finally got the internet up and running so I just can't face more phone calls to try and sort this latest issue.Please help!

Unable to see new account in app after moving house | Virgin Media Community

14 Replies

Ayisha_B
Forum 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 😊
- morhenjo
  Joining in
  3 months ago
  Can someone please help me I've moved house and can't get jnto mh old account as I refusd to change my email address. Waited 10 days for it to installed 1 day later broadband not working. I'm sk fed up. Please sone help me
  - Sabrina_B
    Forum Team
    3 months ago
    Hi morhenjo 👋.
    
    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your account and service. So that we can assist you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
    
    Thanks.
    
    Sabrina
- Spoff
  Just joined
  3 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
    Forum Team
    3 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! 🌞
- Megt
  Joining in
  9 months ago
  Hello, I am having the same problem please can you help me?
  - Matthew_ML
    Forum Team
    9 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.