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Incorrect account number

Tuning in

I have just moved in & installed my internet and tv a few days ago. My account number is wrong on my MyVirginMedia app and I cannot change it. It won't let me access my bills or anything as the account number is wrong 


Forum Team
Forum Team

Hi Charlie420,

Thanks for posting and welcome to our community 🙂

You would have a new account number if you've moved- have you tried to register for a new account yet? If not, can you please try this?


So I ordered a bundle deal which was never processed by Virgin. When i called asking why it hadn't been delivered they then had to create a new order.

this has basically caused my email address to be attached to 2 different account numbers and im not sure what to do? I have tried re registering but it just puts me back through to the incorrect account number 

Do you have an alternative email address you can try for registering? 🙂


I have tried this but doesn't work. The correct account number is connected to my email address so won't allow me to register with another one - all I need is for the wrong account number to be unlinked to my email so it is only registered with one rather than 2

Thanks for trying Charlie420,

So I can take a closer look at this for you I've popped you over a private message (purple envelope, top right hand corner)


I have exactly the same problem can you help please

Good Morning @GingerMike, thanks for your post on our Community Forums, and a very warm welcome to you.

Sorry to hear of the issues you've been experiencing with the self-care account.

We would encourage all posters to create a new thread to ensure that duplicate questions aren't asked, so forgive me if I cover ground you've already done so in your own time.

Can you please confirm if the E-Mail address has been used for a previous account?

Have you attempted to register with an alternative E-Mail address?

Kindest regards,


I will try a different email I didn’t know I could…

That doesn’t work. It gives me an error. It is coming up with an old account number attached to this email