Moved house account not linked

[Em6]

Hello, I moved house in April, and transferred my services from my old address to my new one, and kept the same package but hot a new account number. I now have a new account number, but the old account nunber is still connected My VM account so i can't see my new bills only the old ones from my previous address. I have contact VM several times, and been told they need to do a Move & Transfer, but every time I contact them, I’m told they’re working on it, but nothing’s changed

[John_GS]

Hi @Em6 

Thanks for posting and welcome to the community. Hope the house move went well 🙂

Yeah there would be a new account number as it's a new property but the online account is a Move and Transfer process. Takes 24 hours to do normally so apologies not sorted. I'll send you a PM and we can investigate and hopefully bring this matter to resolution.

[natman27]

Hi there, i have been having the same issue since i moved in March, whenever i log in on the app or website, it takes me to my old account. 

[Ilyas_Y]

Hey @natman27 Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm so sorry to hear about the issues you are having with the My Virgin Media app. 😢
It does seem as if the account is still linked to the old one.

Not to worry - we can get this resolved for you! 🙂
I will send over a private message to provide support.

Kind regards,
Ilyas.