Change account number

[AdreanG]

Recently moved house and transferred Virgin services to new home. I upgraded my package and was given a new account number as well as new phone number. However when I access My Virgin Media I am told I have left Virgin and my old account number is present and cannot be changed. Similarly when I try and register anew I am told it is not possible as I am put through to the old closed account. Is it possible to update the account number so I can access my new account details and use My Virgin Media again? Obviously I need to retain my old email address. Thanks for any help.

[Tom_F]

Hi AdreanG, thanks for getting in touch.

Sorry to hear you've had some issues accessing your online account since your services were moved to your new home. Under these circumstances if the correct move/transfer process is followed then your online account would carry over to the new account - if that wasn't done at the time we may be able to do it retrospectively, but we'll need to complete security checks on both accounts.

If you get back to me via PM we'll do all we can to help get this sorted.

Tom