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Moved house, I can’t access my account online as my email is still linked to the old account

Joining in

We recently moved house and like many others I can’t access my online account as my email is still linked to the old account. 
Calling virgin media doesn’t help as there is no option to do this over the phone.

I need to unlink my old account and link the new one.


Forum Team
Forum Team

Hi andrew621,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're unable to register your new account as your email address is linked to your previous account.

We will be able to help you with this issue and see if we're able to transfer your email address across to your new account.

As long as you can pass security on both your old and new account, we can look into this for you. 

I will pop you over a private message to take some details.

Kind regards Jodi. 

Forum Team
Forum Team

Hi andrew621,

Thanks for the private message. Your email address has been transferred as requested, this will take 24 hours to process.

Please try again to register your new account online tomorrow afternoon.

If your have any further issues, please come back to me.

Kind regards Jodi. 


I have this problem. I can not access my new account as my email is linked to my old account number. I need a transfer please.

Hi dmn1156


Thank you for your post and welcome to our community.


I am sorry to hear that.


I will send you a private message now so we can help further.


Please look out for the purple envelope in the top right of the page and pop me a reply when you can.

Vikki - Forum Team

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