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Account Access linked to old account

Joining in

I’ve seen a few posts here but none with a working solution.


I had Virgin broadband installed in my old house back in 2022. I cancelled the subscription when I moved out of there in Jan 2023 and the account remained inactive. I moved once again in January of this year and set up a TV/Broadband plan with the same email address as before however it seems everything is still linked to my old address.

To add another layer to the problem it means I can’t get past the security checks on the help service because it’s asking me for details which aren’t correct such as billing dates and amounts. This means I’m stuck and can’t access anything to do with my account. I asked for my security phrase through the post but all I got was confirmation of my account number. I just want to speak to someone that knows what they’re talking about because so far nobody seems to be able to help. When opening the Virgin media app it’s just got my old bills and account info, and nothing to do with my new home and package. I don’t understand how this is possible, surely Virgin should present a warning when singing up to say the two accounts may clash?! 

Any help massively appreciated. 


Forum Team
Forum Team

Hey @ckoczalski,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue, we would like to go about looking into this further with you, for us to do be able to do so I am going to send you a quick private message to go over some of the details with you.