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Logging in shows old account instead of new account

Tuning in


A few months ago I had cancelled my account due to relocating and after relocating, I signed back up to virgin media. Everything is installed and working fine.

However when I log into my account, I'm taken to my old deactivated account and not my new currently running account. Is there anyway to have this rectified?


Kind regards.



Joining in

I am trying to set up a new account but with the same email address and it is recognising the old email and transferring me to my old account. 

I have tried registering from scratch with new account number and then supplying more details as asked, like name and account details but it still takes me to the old now closes account. 

How can I resolve this please? 
Thank you 


Hi CP004, 

Thanks for your post and for sticking with us in the Community

We're sorry to hear that since opening a new account, you've not been able to access your My Virgin Media or register a new one. When you re-join, you get a new account number so therefore the My VM registration needs to be re done. As the email address is already connected to your old account however, we would need to complete a move and transfer. 

To do this, I will need to clarify a few details with you. I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hi CP004, 

Thanks for sticking with me via private message on this one. 

I'm glad I've been able to get things resolved for you. If you have any further issues, please pop back to us in the Community and let us know. 

Many thanks, 

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs