Forum Discussion

aoifekearney's avatar
aoifekearney
Joining in
3 months ago

Unable to set up my virgin media account

Hi there,

I have been having trouble with Virgin media for the past few months after moving house in August. I have had no issues with the equipment, but due to an error on virgin media's end, I have been unable to set up a new my virgin media account for the new address. As a result, I have been unable to pass security questions and I am stuck in a loop of being unable to access my account. My email address has finally been resolved ( so I have finally received a bill) however when I attempt to set up a my virgin media account I go to put in a password and the page freezes. I have not been able to get past this point. 

  • Beth_G's avatar
    Beth_G
    Forum Team
    3 months ago

    Hi aoiekearney

    Thank you for your post, I'm sorry to hear you've been having trouble with your My Virgin Media account after moving home.

    When customers move home and take their services, they'll either need to request to have their My Virgin Media accounts moved and transfered from the account under the old address, to the new one. This isn't done automatically and it does need to be requested, have you done this with the team? The alternative is to register for a new My Virgin Media account but a new email address would need to be used.

    When you say set up your account, are you trying to sign in with existing details or are you trying to register?