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Account closed after house move?

Joining in

I've had an issue when moving house and carrying my broadband service over - Virgin have closed my account!  I've been a customer for 7 years and have always paid by direct debit, so at first I didn't notice that payments weren't leaving my account. I then discovered some texts which my phone had flagged as spam saying that I was behind on my payments and that they would be sending debt collectors.  I tried to login to My Virgin Media but it wouldn't work, and the reset password request also didn't work.  I finally got through to someone on the chat who said that a mistake had been made on Virgin's end when I moved, and my account would need to be set up again along with a new direct debit (even though they have my new address linked to my account?!) - but they couldn't do it until I could reset my password.  I explained that the reset wasn't working... They said they'd post a letter within 5 working days which would help me reset it. Surprise surprise, two weeks later and no letter has arrived.  Calling just sends you round in circles, everyone I spoke to told me they can't fix the problem.  I even tried going into an O2 shop, but they can only help new VM customers set up an account, not help existing customers with anything!  I'm desperate for a solution - at this point I've probably spent at least 12 solid hours of my life trying to get help to solve this issue, an issue which Virgin admit is their fault.    


Very Insightful Person
Very Insightful Person

Hi @cm27 

VM accounts are set up for the property so when you move house VM close the account at the address you are moving from and set up a new account at the new address. 

As part of the home move process  the home movers team should have performed a move and transfer of your    VM details across from the old account to the new one which would meant that your 'My Virgin Media' would then  be linked to the new address. Instead it is still linked to the old 'closed' account from your previous address

You could call in and speak to the home movers team, however a member of the Forum Staff may be able to do this for you, if they have access to those systems, however it may take a couple of days

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hi cm27

Thank you for your post, welcome to the Community Forums.

I'm sorry to hear that there's been an issue with your account after moving home. Everything that newapollo has advised is correct - when you move home, you'll have a new account set up for you under a new address. As you'll have been given a new account number, you'll need to either set up a new My Virgin Media account under the new details, or we need to manually merge your accounts together under the move and transfer process.

If you've not already been in touch, I've dropped you a PM so I can take your details and look into this with you.