Account cannot log in

[Stephen18]

Hi recently I moved houses from Nottingham back to my parental home then to London for my new job, as a result I cancelled my virgin media contract. And upon moving to London started a new contract - with a new account.

I cannot log in to my new account as both my old account (A) and new account (B) are connected to the same email as a result whenever I log into the new it takes me to the old one. I have contacted virgin media five time via phone about this issue each time I was assured it would be fixed with 24hr. the 5 th call I was told they had successfully disconnect my old account and all I would have to do was re registrar my new account. She said it would take minutes but may have to wait up to 2 hours for the disconnect. I tried after around ten minutes didnt work just reconnected me to old account so I have now waited over 5 hrs and it still logs me onto my old account.

What the hell am I supposed to do ??? No matter who I speak or what I am told the issues doesnt get fixed? 

I might as well cancel my direct debit maybe you'll actually contact me back. Each of the first 3 calls they said they'd phone me back which they didn't. 

[Stephen18]

Additionally this has been going on since the 30th of July

[Molly_T · Accepted solution]

Hi Stephen, welcome to the community! Thank you for posting. 

Sorry to hear of your recent predicament with My Virgin Media access due to your email being registered with a former account. I can get the account details transferred across to your new one - once completed this will take 24 hours fully process. I will send you a PM to confirm a few details and get this resolved for you!

Sincerest apologies for the delays in getting this resolved for you, and any poor experience in the meantime as a result of this. 

We can return to this thread with an update as soon as possible. 

All the best! 

[Stephen18]

Hi Molly

My problem has now been sorted thank you

[Molly_T]

Hi Stephen,

Thank you for returning to the thread to update us! 

No problem - glad to hear it is now sorted! Apologies again for the interruption whilst it lasted! 
All the best. 

[Avx]

Hiya,

I’m having the exact same issue as this, my new account has the same email as my previous one so I can’t access it. I can’t set up a direct debit or update my details due to this. How can I get this changed?

[Zach_R]

Hi @Avx,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear you're having some problems with your online account. I'm going to send you a private message in a few moments so that we can take a closer look. Please respond to this when you can and we'll go from there.

Thanks,