Same problem and just been told that it is not possible to reuse an old email address so I assume Virgin can no longer have repeat customers if they want to come back.
I'll have to cancel my package
Forum TeamHi Mwh1,
Welcome to the community
Sorry to hear you're having issues registering for an online account. As mentioned above we can try to see if we can perform a move and transfer of the log in details from the older account to the new account. The accounts must be in the same account holder's name for us to be able to perform this, and you MUST be able to pass account security on both accounts.
If you are able to do this, then please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.
Hello, I’ve been having this same issue for over 6weeks, been on the phone 6 times, each time I have been promised they will fix it and nothing happens. I don’t want to make a new email, I shouldn’t have too. I was promised they would sort it within 48 hours and it’s been weeks. This is my last attempt to fix this or I’m just going to leave. I was told the IT team are the only people who could do it and it’s been flagged many time but still nothing. If there is someone here who can help me it would be great I’m so sick of the stress and being on the phone for hours. Can someone at Virgin please help me with this, thank you.
Forum TeamHi Elaine4323,
Welcome back to our Community Forums and thanks for your post.
I am so sorry to hear you're having some issues registering for MY VM on your new account and you've not had much luck getting help. I can appreciate that must be stressful and we'd hate for you to leave us. I have taken a look at our systems and can see an IT ticket has been raised but I would like to take a closer look into this for you my end so will pop you a PM.
Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message.
Hope to hear from you soon.
Forum TeamThanks for your time via PM Elaine4323,
Just to update the thread, I have removed the email address from the former accounts so if you allow 24 hours, you'll be able to signup for MY VM using this under your new account details.
Let me know how it goes!
Hi there I’m having the same issue
Basically moved home 5 years ago and my ex partner stayed on and carried on with the same VM broadband account.
I have recently set up VM broadband in my new home (working fine) but I’m unable to sign into my account online (it takes me to the old account)
I’ve gone through all details in the old account changing them to my ex partners (email address, name, telephone number etc) and then registered my email address to my new account but still when I log in it takes me to the old one.
I’ve had several conversations on the phone and live chat but no success, help would be greatly appreciated.
