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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 


It looks like my email address that I used to sign up with is attached to an old account in my ex partners name.

when I login all I see is her account number and name. When i try to register it says we have founds you and I click on the email and it takes me through to the old account.

I tried to register with a second email address but I can’t get passed the first screen. It throws up a an error. And says please use the email address that you used to sign up to virgin media.  So basically all I am asking is can my email address be associated with the account in my name not my ex partners?


Thanks for coming back to me @GingerMike.

Can you please try clearing cache and cookies on the browser you're using to see if you can then register with the E-Mail address you signed up with for me?

Kindest regards,


Hi I tried that using safari not the app on my phone: it logged me in but the account number and are were blank. This is the same as before but it redirected me as shown on photo attached


 Now I get this


Thanks for coming back to me @GingerMike.

I'd be happy to take a closer look into this for you to see if this can be resolved.

Check out the purple envelope in the top right hand corner for a private message from me.

Kindest regards,


We finally got this resolved I have to say David_Bn has been amazing and didn’t give up!

The problem was with a historic account attached to my email address. Support had to resolve in the end however without the forum I wouldn’t have got there.

Excellent news @GingerMike, and I'm pleased I was able to have this resolved for you.

Do feel free to come back to our Community Forums if you experience any further issues with our services.

All the best,