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My VM linked to old account

Joining in

Hi, I have reconnected my services after disconnecting but after receiving my equipment today nothing is working ( no broadband or TV) and when logging into the My VM website it is still linked to my old account number, could this be why?  


Very Insightful Person
Very Insightful Person

Hi bhalliday0308 

The equipment is usually pre-activated, however you might need to call 0800 953 9500 to activate the hub.

If so have your account and area number handy, and the hub serial number.

It sounds like you have returned as a new customer so try registering for My Virgin Media with a different email address.

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hello bhalliday0308


Sorry to hear of the service issues experienced since returning, we understand the confusion this can cause and appreciate you taking the time to raise this via the forums. Welcome to the community.


Were you able to follow the steps advised by newapollo and resolve the issue or call the team since posting?


If you require further assistance let us know.



Alessandro Volta

Activation of a hub requires its MAC address.

Hub 5, TP-Link TL-SG108S 8-port gigabit switch, 360
My Broadband Ping - Roger's VM hub 5 broadband connection