Forum Discussion

Adgib's avatar
Adgib
Joining in
2 years ago

Need Orphaned Account Re-Linked

My wife's secondary account has disappeared from my main Virgin Media account. It is still working but we are not able to access it so she is unable to set it up on her new phone .

After reading through I believe it became orphaned a few months ago when I contacted customer support, but we've only noticed today.

Unfortunately it's the account she's had for 30 years so we'd rather not have to create a new account.

I've been a customer non-stop with Virgin, and all my other email accounts are fine.

Thank you in advance!

 

 

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 years ago

    Hello Adgib.

    Thankyou for popping on here.

    This might be a tricky one to arrange as your wife's email address will be linked to a former account. If we were looking to transfer this over to your account, we would need to pass data protection on both accounts. 

    Even if that is done then the transfer process would close your account down and move your wife's details over.

    Can I ask if the email you need access to is showing on your online account as a secondary email address?

    If it is then it may be possible to reset the password your self by following the instructions here 

    Regards 

    Gareth_L

     

    • Adgib's avatar
      Adgib
      Joining in
      2 years ago

      Hi Gareth, thanks for replying. It was a secondary email on my account until a couple of months ago, then it vanished. I've just tried to contact Tech Support who said it's still synched to my account, but then sent me a password reset for my account 😞

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 years ago

        Hi Adgib, 

        Thanks for taking the time to come back to us via the Community. ⭐

        I think it will be best if we get eyes on the account and then take a look at what options are available to you. I will need to confirm some information with you to pass security. 

        I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks, 

    • soong-'s avatar
      soong-
      Tuning in
      10 months ago

      Your link shows account settings the VM support person I just spoke to said he couldn't see. It ahows more accounts than he saw and sone are differentCan you give me the server settings for Virgin.net and virginmedia.com emails please.

      Perhaps you can help.

      I have some virgin.net ones that show disabled and others show:

      The entered credential or authentication information does not work or are no longer accepted by provider. Please change them. 

      I have been with VM for 25 years on the same account number and same address.

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        10 months ago

        Hi there soong- 

        Thank you so much for your post and welcome to the community forums, it's great to have you back here. 

        I would be happy to take a closer look into this with you via a private message and see what we can do.

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
         

  • Adgib's avatar
    Adgib
    Joining in
    2 years ago

    Hi Kath,

    This has now been sorted so this thread can be closed. Thank you for offering your help!