Forum Discussion

Jiten1972's avatar
Jiten1972
Joining in
2 years ago

Virgin account disconnected after moving home

Hi,

I’ve had an issue that I can see is well documented on this forum. I’ve recently moved home and now when logging into the myvirginmedia app it says the account is disconnected.

I’ve had no help from customer service on the phone, so if a member of the team could message me on here and help me out I’d appreciate it, thanks.

  • Hi Jiten1972 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the problem you're experiencing 😔

    In order to look into this for you further, we'll send you a private message on here. 

    Look out for the envelope in the top right-hand corner. If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel

    • Diegourz's avatar
      Diegourz
      Tuning in

      Hi @Daniel_Et

      I am having the same problem. Would you please be able to help?

      Thanks

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team

        Hi Diegourz 👋.

        Apologies you hare having account email issues. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

        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

    • OlaB's avatar
      OlaB
      Joining in

      Hi Daniel, I need to move in 4 days, would you be kind enough to help me through it. 

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team

        Hi OlaB 👋

        Welcome back to our Community Forums and thanks for your post.

        I'll pop you a PM 📩 now to help further.

        Speak soon 😊

  • I am also having the same problem, can someone let me know how to fix it? Thanks 

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello han191.

      Thanks for your first post and welcome to our Community.
      Sorry to hear you are having an issue with accessing your online account after moving home. 
      I'd like to take a look into this for you.
      If you don't mind, I will need to send you a private message to pass security. 
      If you can check the Logo top right of your screen that would be great. 
      Regards     
      Gareth_L
       

       

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi GraceNicol 👋 Thank you for your post and welcome to the Virgin Media Community 😀

      We're sorry to hear about the problem you're having 😔

      In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

  • Hi everyone

    Me again! Could you tell me how you got through the security questions when you don't have the new account information? I'm getting the same answers on private message as I do on the phone (basically we can't help you) and I don't know how to resolve this as the new account was made without my knowledge and I only have the old account information. 

    Thank you

    Grace

    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi GraceNicol,

      If you're speaking with one of my colleagues via private message then please reply to their last response (if you haven't done so already) and they'll be able to assist you further from there.

      Thanks,
       

      • GraceNicol's avatar
        GraceNicol
        Joining in

        Hi Zach
        I am but they have told me that if I don't know the information for the new account they can't help me. I'm just wondering how the other people on this chain and the other chains with the same problem were able to resolve this when the account is made and no information is given?
        Thanks

        Grace