I am a brand new customer to virgin. I am going through what seems like a very common issue. I can't use my email address that is linked to my account to create a virgin media account. To begin at the "to create an account a page" I'm told my account already exists, then when trying to reset my password (which I haven't made yet) it tells me no account exists linked to my email. This is a frustrating loop that cannot be passed.
I have been on the phone with customer service many times over the course of a week, various calls dropped and nothing but apologies and apparent escalations with zero progress.
I would much prefer correspondence over e-mail to avoid needless waiting on calls with very poor connection. It really is the absolute worst way for a customer to be treated when joining a service. How something as simple as registering an account can be this difficult is beyond me. I am not looking forward to dealing with the company over the length of the contract. I will absolutely be switching provider as soon as better services are available in our area.
Thank you for reaching out to us in our community and welcome both here and to Virgin Media, sorry to hear you are facing issues trying to set up an online account due to the message advising you have already registered, this can happen if the Email address has been registered on a previous account, can you try a different Email, once set up you can go in and change it to the preferred Email.
I have no idea why that was shown as resolved, it isn't. I've still yet to have any contact from any technical support, only calls that are dropped and agents I've been able to get through to can't help.
See attached screen shots for what I'm typically seeing when trying to create an account.