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

Joining in

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 for confirming 🙂

So I can help I've popped you over a private message (purple envelope top right hand corner)


Hi there,

im experiencing the same problem. When moving home I was given a new account number with the same email and can only log into to my old account.

please can you help? Thanks

Hi Matt95Jones,

Thanks for using the Community Forums to get this issue with your Online Account looked into after your house move, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

Your details will most likely still be attached to your account under your old address.

We'll need to do a Move & Transfer of your Online Account details from your old account to your new account, it's very simple but we will need to ask a few questions in a Private Message to get it processed 🤗

I'll send this to you now to get the ball rolling.

Speak soon!




I am having the same issue - moved home today and can only see old account details when I try to login (no WiFi and it says service is disconnected)


Can I get a PM to help with the same and sort my email address on the new account please? 


Hi @Bstockley 

Welcome back to our community forums and sorry to hear you have been unable to access your account since your house move and you have no service. We can understand the inconvenience caused. I can however see you recently spoke to our team. Was the issue resolved with our team? Do you need any further help?


Forum Team

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