Forum Discussion

Hamish444's avatar
Hamish444
Settling in
15 days ago

Unable to link account as VM username email address is not accessible

Hi I'm trying to link my virgin.net account to a new VMO2 login. However I no longer have access to the email address that was my username for logging in to VM. So I am unable to receive the email, to approve the transfer. How can this be resolved please?

Below is the screen which I cant get past. Thanks for your help!

 

We’ve found your Virgin Media account

However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID.

abc****@xyz.com

If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to.

We’ll then send an email to that email address to approve the transfer

7 Replies

  • amb23's avatar
    amb23
    Settling in
    15 days ago

    I have the same issue. My bills go to a current address but the address for accessing the account is long defunct. 

  • Richard101263's avatar
    Richard101263
    Just browsing
    15 days ago

    Same problem, Virgin when is this issue going to be fixed. I have been on online chat twice and get fobbed off twice. Terrible customer service. 

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    14 days ago

    Hi Hamish444 

    Welcome back to our forums, and sorry to hear you are having issues linking your VMO2 account as seen here. We can understand the frustration caused, and we want to best help. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

    • amb23's avatar
      amb23
      Settling in
      12 days ago

      Are you going to reply to myself or Richard who have indicated that we have the same problem?

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        11 days ago

        Hi amb23 👋.

        Thanks for reaching out to us and welcome to the Community Forums, apologies for the issues that you are facing with your online account. We also cannot see any posts made by yourself or Richard on this thread that we would need to reply to, if they are on another thread of a separate post they will be responded in due course.

        If you have messaged an agent privately without being invited by that agent into a private message and they have not made the first contact with you privately your message will not have reached that agent to be responded to.

        Can you confirm is this issue that you are facing due to an email address that is no longer in use that is assigned to your account?