Forum Discussion

HawksEyes's avatar
HawksEyes
Settling in
24 days ago

02 account showing ineligible for volt

I have a Volt 02 account and have recently added 3 new lines. The O2 site says I'm ineligible and I suspect it's because my address in my Virgin Media account is missing the county. I'm unable to remove that from the O2 account as the address is automatically create/controlled by a house number and postcode lookup.

I can't see my address anywhere in the Virgin app/website so can't find out how to correct the address so that the O2 and Virgin Media accounts match so the volt benefits can be applied to my 02 account.

How can I fix this problem?

3 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    22 days ago

    Hi HawksEyes 

    Thanks for posting and welcome to the community.

    I'll send you a PM now to assist further.

    • HawksEyes's avatar
      HawksEyes
      Settling in
      2 days ago

      I’m still getting nowhere with this and no idea where to go with it.

      Everybody keeps telling me someone else is looking after it but no-one is sorting.

      There’s no way to see what my address is in my virgin media account to see if that is the problem.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 days ago

        Hi HawksEyes,

        I'm trying to be helpful so please don't take offence but how do you know that the address in your Virgin Media account is missing the county if you can't see your address anywhere in the Virgin app/website?

        I have Volt benefits applied to both my VM and O2, yet my addresses don't match.

        When I log into My Virgin Media and click on View Contract, the onscreen contract displays my Service Address.   

        Interestingly on my VM contract it shows my post code twice,  but doesn't show my County.

        When I log into O2 and download my O2 bill, it shows my county, however my post code is only shown once.   I can amend my O2 address online, however it always reverts back to original address controlled by O2's systems.

        Despite O2 saying you can edit your address in My O2 and My Virgin media, there is no way to edit your own address in MVM.  Info below from https://www.virginmediao2.co.uk/

        How do I apply for my Volt benefits?

        If the address on your Virgin Media broadband account matches the address on your O2 mobile account, your Volt benefits will be added automatically within 14 days. This will happen unless you were already a customer of both before 18 October 2021. In this case, you’ll need to go into My O2 or My Virgin Media to activate your benefits. If they don’t match, you can edit your address in My O2 and My Virgin Media.