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Brian2010
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Can't register for online account

My Father passed away last week, and I have taken over his account with the account number now ending in a different number. Take over date was 13th August, but since then I have been unable to register for an online account so I can view payments etc. Everytime I enter the details it says account cannot be set up at this time.

I was told I would have to enter the same username and password as my Dad's, but when I do that it says username invalid. When I try my email, it says cannot set up at this time. A ticket has been raised but still waiting. It's ridiculous with numerous phone calls all week trying to get a simple thing like this sorted, at a time when I can do without.

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DrawnClaws
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Re: Can't register for online account

Hello Brian

 

First I am sorry to hear of your circumstances.

With reference to the Help Pages (This link will open in a new window) Virgin Media say:

 

"If you want to transfer existing services into another person's name without any other changes, just download and complete our Bereavement Transfer form and email it back to us.

Once you've sent the form back we'll update the accounts within 7 days."

 

If you have done all that then I guess it is a question of giving it more time and being patient.

The Customer Services probably need all of seven working days at this time.

 

Sorry Brian  - probably not the answer that you want.

Claws

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John_GS
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Re: Can't register for online account

Hi Brian2010

 

Thanks for posting and condolences from all at Virgin Media. 

 

I'll happily look into the online account situation via PM.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Arwille
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Can't register for online account

  • I tried to register, but I got this informations:
Sorry!

We are not able to set up your my Virgin Media account at the moment. Please try again later, or you can also set up your my Virgin Media account at the time of your broadband installation. We are looking forward to connecting you to your superfast broadband.

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Zak_M
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Re: Can't register for online account

Good morning @Arwille 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with signing up to your my virgin media account. 

 

Are you able to let me know, are you services currently active or are you waiting for them to be installed? 

 

Kind regards,

Zak_M

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Arwille
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Re: Can't register for online account

Yes, already installed. Around a week ago. 

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Zak_M
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Re: Can't register for online account

Thank you for coming back to me, 

 

Are you able to confirm, dose your email address have any special characters such as +?  If so that email address won't work on our systems and you will need to use an alternative  

 

Kind regards,

Zak_M

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Arwille
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Re: Can't register for online account

Only letters and numbers. 

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Sasha_W
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Re: Can't register for online account

Thanks for this @Arwille

 

May also sound very silly, but have you also tried logging on via different devices and web browsers to see if you still get the same message? 

 

 

Have you also tried to log in via your account number which you should have received in your welcome pack? Do any error messages come up when you try to join up via your account number? 

 

Please do let us know

 

 

Thanks 

Sasha - Forum Team


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Arwille
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Re: Can't register for online account

In tried 2 different one as well, but same...
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