Cannot register for my Virgin media account

[cmelo]

Hi there,

I moved home recently and transferred Virgin services to my new address. In this process, my first account was canceled and a new one was created. When I sign in to my account on the Virgin Media website, I have all the information about the old account but none about the new account. I tried to go to My Profile and add another account, but after providing the required information, I got a "Customer not found" message. I also tried to register for My Virgin Media, but whenever I enter my details and select continue it simply returns to the same screen and asks for the details again. I have not been able to get beyond the first screen despite numerous attempts. 

The question is how can I get my email address linked to my new account number?

Thanks.

[Joseph_B]

Hey @cmelo,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue with your MY VM accounts, the reason this is happening is that only one account can be linked to an email, even if this is a former account with no current services. We would in most cases ask if possible to use an alternative email, however if you are set on having this as the same email, let us know here and we can go about sorting this through for you.

Joe

[cmelo]

Hi Joe,

Thanks for your reply. I tried to register using different email addresses, computers, mobile phones, and browsers, but the problem persists. Whenever I enter my details and select continue it simply returns to the same screen and asks for the details again. I have not been able to get beyond the first screen.

I would appreciate it if I could have the same email linked to the new account.

Many thanks.

[Joseph_B]

Hey @cmelo,

No problem, for me to go about getting this done I will need to confirm some information from you via private message.

Joe

[Joseph_B]

Hey @cmelo,

Thanks for joining mw in that private message, I'm glad we could go about resolving your issue.

Joe