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ajsolomon
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Moved house, given new account number but can’t use existing virgin media account details

Hi, we moved house at the end of November 2019. I called Virgin to help move the connection to new place. The person on the phone signed me up to a new tariff for the bundle I had. In the process a new account was created for me which I wasn’t aware of. My virgin media app is accessed through my primary email but it’s still linked to the old account which is now inactive. There appears to be no way to de-linking the old account number and linking the new account number to my virgin media app. I don’t really want to set up a new account with different email as I don’t access it and will likely miss important emails. The strange thing is that Virgin do have my current email on the new account as I get emails from them but cannot get online to view my account. Will be grateful if old account can be de-linked and new account linked to my login. 
Thanks,

AJSolomon

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Katie_WT
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Re: Moved house, given new account number but can’t use existing virgin media account details

Hi there @ajsolomon

 

Welcome to our Forums and thanks so much for your first post - sorry that you're having some issues with your new account after you have moved. 

 

When you move, you are given a brand new account number and therefore, you'll need a new MyVirginMedia account too. As you used your email address for your old account, this will still be linked to the old account.

 

This is an easy enough fix via an IT ticket 🙂 

 

What I'll do is pop you a Private Message so we can go through security and get that sorted for you - just look out for the Purple Envelope and reply back when you can 🙂 

 

Cheers

Katie - Forum Team


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edaniel14
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Re: Moved house, given new account number but can’t use existing virgin media account details

Hi Katie, I'm having the same problem and can't get through on the phone or via chat at the moment so please could you PM me so that I can get this sorted? Thank you.
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John_GS
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Re: Moved house, given new account number but can’t use existing virgin media account details

Hi edaniel14

 

Thanks for posting and welcome to the community. Please in the future start your own thread regarding any issues as easier to keep track of and reply too 🙂

 

I'll send a PM so we can assist further

 

Kind regards,

John_GS
Forum Team


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John_GS
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Re: Moved house, given new account number but can’t use existing virgin media account details

Thanks for joining me on PM @edaniel14

 

Just to update the thread, the online account has been transferred

 

Kind regards,

John_GS
Forum Team


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edaniel14
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Re: Moved house, given new account number but can’t use existing virgin media account details

Thank you.

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Uzairchanawala
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Message 7 of 21
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Re: Moved house, given new account number but can’t use existing virgin media account details

I have the same issue, can you help, been on hold for 1hr with no solution.

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Akua_A
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Message 8 of 21
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Re: Moved house, given new account number but can’t use existing virgin media account details

Hi @Uzairchanawala,

 

Welcome back to our community forums and sorry to hear you are having a similar issue.

 

I have been able to access your account using forum details to take a further look at this. I can see you were recently in contact with our team regarding this. Just to confirm, was the issue fully resolved with our team? Do you need any further help?

 

Thanks,

Akua_A
Forum Team



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Uzairchanawala
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Re: Moved house, given new account number but can’t use existing virgin media account details

Hi,

 

No they werent able to help, still experiencing this issue.

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Akua_A
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Message 10 of 21
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Re: Moved house, given new account number but can’t use existing virgin media account details

Thank you for letting me know @Uzairchanawala

 

Just to clarify, have you tried registering your My VM under the new account details to see if you are able to log in? 

 

Thanks,

Akua_A
Forum Team



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