Can't register new contract to account after move

[Brist_g24]

I've moved property and taken VM with me and received a new account number+contract number (although same package) but My Virgin Media is showing the old details and is currently saying I'm disconnected.

I tried following advice from previous posts to register a new account with different email, but when I put my details in with a different email, it just defaults to "We've found you" and links me to my old details which I can't change...

Any help? I need to be able to access account management for my new service but can't get to it.

[Ilyas_Y]

Hey @Brist_g24, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the My Virgin Media profile 😞
It looks like it did not transfer over but not to worry - I can sort this out for you.

I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[Ilyas_Y]

Hey @Brist_g24, thanks for speaking with us today.

I'm glad you were able to sort this out by changing the email.
As always - feel free to reach out to us and we will assist where we can.

Kind regards,
Ilyas.