Issues logging into new account on both online and My Virgin Media app

[pocketrocket777]

Tagging on to the OP's situation as I'm having the same exact issue with both online account and My Virgin Media app. I opened the account a week ago.

NB: I have tried clearing my browser cache/cookies/history, used different browsers, incognito etc and all with the same result.

I suspect mine could be due to two DIFFERENT account numbers had been assigned to me/my name. The first account number was created over the phone with one your Sales Reps - whom I have informed I do not need it as I will be signing it up myself via my company's workperk portal (second account number), and I have received the new account number

I was advised by the Customer Service team to ignore the first account number that was created by the Sales Rep over the phone. As it will be deactivated/cancelled after I have my broadband (new account number) installed by the technician on 25th November.

However at the moment, I'm having the following 2 issues:

1. Managed to login into the online account with my email address & password, but am seeing the error message "Oops, looks like something's gone wrong on our side. Please try again". I couldn't do anything to my online account at all.

2. My Virgin Media app is only showing me the account number that was created by the Sales Rep, I need it to be changed/updated to the new account number.

Would be grateful if I can get some advice to the issues above.

Many thanks

[pocketrocket777]

Hello Forum team,

Tagging on to the OP's situation as I'm having the same exact issue with both online account and My Virgin Media app. I opened the account a week ago.

NB: I have tried clearing my browser cache/cookies/history, used different browsers, incognito etc and all with the same result.

I suspect mine could be due to two DIFFERENT account numbers had been assigned to me/my name. The first account number was created over the phone with one your Sales Reps - whom I have informed I do not need it as I will be signing it up myself via my company's workperk portal (second account number).

Could you kindly advise or PM me to discuss?

Many thanks

[Travis_M]

Hi @pocketrocket777

Thanks for posting on our community forum and a big warm welcome with this being your first post.

As for registering, have you received a new account number after signing up via your work portal?

Regards 

[pocketrocket777]

Hello Travis

Thank you very much.

Yes, I have received a new account number after signing up via my work portal. I was advised to ignore the first account number, which was created by the Sales Rep over the phone as it will be deactivated/cancelled after I have my broadband (new account number) installed by the technician on 25th November.

However at the moment, I'm having the following 2 issues:

1. Managed to login into the online account with my email address & password, but am seeing the error message "Oops, looks like something's gone wrong on our side. Please try again". I couldn't do anything to my online account at all.

2. My Virgin Media app is only showing me the account number that was created by the Sales Rep, I need it to be changed/updated to the new account number.

Many thanks.

[Tom_W1]

Hi @pocketrocket777 thanks for your post although I'm sorry to hear of your concerns raised here about your My Virgin Media access.

Please allow me to send you a PM so I can look into this further for you.

Kindly expect this to arrive shortly and respond directly when you can!

Many thanks

[Chris_W1]

Hi pocketrocket777, thanks for the message and welcome back to the forums. 

I can see that you are currently PMing with Tom and he will aim to get things resolved for you. 

Kind regards, Chris.