Account number issues

[Rusty1978]

Hi there. 

Moved housecand being connected on 18th April (fingers crossed after multiple date changes) and have been given a new account number. I can't register on the VM app with this new account number as my email is associated to the old account. I do don't want to set up another email address so wondered how I can deregister it from the old account? 

Many thanks 

Russell 

[Rusty1978]

Can someone help me with this also please?  I've moved house and my account number has changed but I can't set up on the VM app as my email is associated with my old account number. Cheers Russ 

[Chris_W1]

Hi Russell, thanks for the message and welcome back to the forums. 

I am sorry to hear about the experience which you have had with the new account. 

We would need to do a move and transfer if the same email is to be used. 

I will send you a PM, please look out for the purple envelope. 

Chris. 

[Chris_W1]

Hi Rusty1978, thanks for the PM. 

I am glad to see that this is on the way to becoming resolved,

The IT team should be able to resolve this in a timely manner. 

Kind regards, Chris. 

[Chris_W1 · Accepted solution]

Hi Rusty1978, thanks for the message and PM. 

I am glad to hear that this has been resolved for you and let us know if you need anything further. 

Have a good week. 

Chris. 

[ChrisClipson]

my email account is also linked to an old contract so I can’t log into my apps and watch live tv on my phone. I’ve called 3 times now and they’ve said they have done the transfer but it still logs in as my old account and I can’t watch anything! 3 months in now and I still can’t watch tv on my phone or check my details! Please help!

[Akua_A]

Hi @ChrisClipson 

Welcome to our community forums and sorry to hear you have had ongoing issues with your online account and email address since your house move. We want to do our best to help so we have sent 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,

[Akua_A]

Glad to have been able to help with this @ChrisClipson 

Please do not hesitate to contact us if you need any further help.

Thanks,

[Dean_hartley]

Having a similar issue, I haven’t moved but opened a new account because my old one ended and got disconnected. When I sign into my Virgin media app it’s the old account number and not my new one 

[Martin_N]

Hi Dean_hartley,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your online account. 

I can see from our side you spoke with an agent regarding this yesterday. 

Were they able to help resolve this for you?

^Martin