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How to locate account onlinewhen I have two

Tuning in

I have two VM Broadband accounts at different addresses. I have registered both, using lower case for the first and upper case for the other (the email addresses being identical in every other respect). But I can see only the first one online.

When I raised the issue through the VM help line, I was advised by VM to register the other account, but I cannot do that as the system tells me that I am already registered. I have also been informed by VM that one can have only one account per email. It seems that VM regard upper and lower case as identical: fair enough, but then I don't understand how was I able to register the second account in the first place.

Does anyone know how I can break what seems like an impossible circle, and access my second account online?


Forum Team
Forum Team

Hi richardgmanning, thanks for the message and yes you would only be able to use one email address per online account as it is linked with the Media system. The only other thing you can do is create a new account with an alternative email address. - Chris. 

Tuning in

I have 2 VM accounts for different addresses. The login is identical, except that the earlier one is in lower case and the moree recent one in upper case.

At present, whichever login I use, I can access only the earlier account.

I contacted VM by phone and was told that one login is limited to one account. I was also advised the try to register the more recent account. This is however impossible as according to the VM system, the account has been registered, presumably with the upper case login mentioned above. No other helpful information was provided, and I was incorrectly referred to the 'fault' team.

How do I escape what seems to be  aclosed loop and access my more recent account online?

Hi richardgmanning, thanks for getting back to us.

I am sorry to hear that there's some confusion around your online accounts.  I would like to take a closer look on you behalf, as my colleague has given what is traditionally correct advice, in relation to an email address only being able to be registered for one My Virgin Media account.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.



Hi Lee, I don't seem to have hear from you since the IT action was put in hand a couple of weeks back, and I cannot sign in with the email I sent you.
Can you please expedite action? It is becoming a real problem not to be able to access the account online.

Richard Manning

Forum Team
Forum Team

Hey @richardgmanning,

The support team are still working on this problem at the moment and we will be back in touch as soon as we have any further updates from them.

Kind Regards,



Another week has gone by and I have had no response. How can it take so long to give one of VM customers access to his account? I am getting totally fed up with the lack of progress on what must be a readily-fixable problem. Do I have to approach Richard Branson personally??

HI richardgmanning, thanks for the message and sorry to hear that there has been no update. 

I will send you a private message so that this can be looked into for you. 


This just goes on and on without any resolution. Why cannot I have online access to one of my two VM accounts? A case was raised with your IT managers weeks and weeks ago, and NOTHING HAS CHANGED>. No-one has even sent me any sort of update. VM service is a JOKE!

Hi Richard, thank you for returning to the thread to update us!

Our sincerest apologies that the issue with your My VM registration is ongoing, I have contacted Chris_W1 who you were PMing with to request they get back in touch with an update and offer further support. 

Thank you for your patience in the meantime!

All the best.