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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. 


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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 🙂 



Katie - Forum Team

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