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Moved House - New account bills not showing in MyVirginMedia

Tuning in

Good morning,

I moved house 10th Aug and elected to stay with Virgin. From a technical viewpoint everything came across OK and we're quite happy with the service.

I hadn't noticed until recently but the new address has a new account number. When I log into MyVirginMedia I can only see the 'old' account. I have settled the outstanding bills for the old account but I can't see how to get it to show me the new account. I phoned up for help and found out there is a bill on the new account that I must pay by 19th Sept but I can't find that bill in MyVirginMedia.... hence I can't pay it. Ideally I had hoped that the Direct Debit I had for the old account would be transferred across but I don't know if that's the case.

How can I get the new account to appear in MyVirginMedia, how do I remove the old account and how can I set up a DD for the new account?

Many thanks for any help, advice, tips or tricks that anyone can offer.



Tuning in

I've just managed to pay that 'secret' bill over the phone but I'd really just like to set up a direct debit for it. How can I do that when I can't access the new account online?

After paying the bill I followed the instructions for the SMS chat only to be told that's been switched off so I'm now waiting for a response from the online message function....

Tuning in

Just seen this one here (, looks like the same issue...

@John_GS helped in that case, I hope mine is similar.


Good Afternoon @XWRed5, thanks for your post on our Community Forums, and welcome back!

Sorry to hear of the issues with the new account, and the seemingly lack of explanation of a new account number being issued.

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

Kindest regards,