Can't login to VM account, old customer, but came back and used the same email address

[GazCBG]

Hi,

I am unable to access my Virgin Media account it says:

Oops, looks like something's gone wrong on our side.

Please try again

I had a Virgin Media account before, but cancelled as I moved and that address didn't have Virgin Media, however VM just extended there network, which includes me and others near by.

When I signed back, via your home sales team (the one that knocked on your door), I used the same email address.
I have my new account number etc... with an install date of the 28th Nov.

When will my account be updated for online login?

Regards,
Garry

[Akua_A · Accepted solution]

Hi @GazCBG 

Welcome back to our community forums and sorry to hear you are having issues accessing your online account. We can understand the frustration caused and we want to do our best to help from here. It may be the case that your email address is still tethered to your old account. Additionally, as your new services have not yet been installed, it may take a while before the online account is activated. In this case, we would suggest waiting until the service is installed to look into the root issue and then work on a resolution. Does this make sense?

Thanks,

[GazCBG]

Hi,

Thanks for the reply, that is what I thought would be said, so all good.
I will check at the end of the month, after installation 🙂

[Akua_A]

No problem at all @GazCBG Once your service is up and running please let us know if you are still running into this issue and we can investigate it for a resolution 🙂

[DanB3]

I had this exact same issue. After multiple attempts by Virgin to resolve it the end solution was for me to use a different email address! Luckily I do have 2 that i use so it wasn’t too much of a pain. But clearly Virgin has issues here. Hopefully you have better luck than me!