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Bhalay207
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My virgin media move and transfer

I’ve recently moved house however my ‘my virgin media’ is only showing my old account and says that I’m not a customer anymore. I’ve rang the move and transfer team repeatedly and been told everything is sorted so when I log in it will show my new address and account number, however it is not working!

when I’ve called I’ve been told that CDFE(?) needs to be updated but there is an issue with the system and that I need to call in 24/48hrs. I moved on the 31/06 and services were installed on the 12/07. 

Can somebody help please as I want to see my account, and regain use of my ‘Connect’ app. 

Frustrating!

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Forum Team (Retired) David_Pn
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Re: My virgin media move and transfer

Hi Bhalay207

 

Welcome to our community forum pages.

 

Sorry to hear that you are having issues with your online account.

 

By any chance have you tried to register a new online account at all?

 

You can do this by clicking here 

David_Pn
Forum Team

Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


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Bhalay207
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Message 3 of 7
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Re: My virgin media move and transfer

I’ve tried registering again using my new account number using my email address but it won’t accept it as my email address is assigned to my previous address

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Forum Team (Retired) David_Pn
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Re: My virgin media move and transfer

Hello there

 

Thanks for getting back to us.

 

Can you tell us what error messages etc. you received when attempting to register? 

David_Pn
Forum Team

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Bhalay207
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Message 5 of 7
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Re: My virgin media move and transfer

That my email address already exists, which it does, but it’s linked to my old account as opposed to my new account.

it shouldn’t be this hard following a move and transfer to get access back to my online account. 

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Forum Team (Retired) David_Pn
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Re: My virgin media move and transfer

We'd like to take a closer look at this for you.

 

We'll send you a private message in a moment so that we can get some more details.

 

Thank you. 

David_Pn
Forum Team

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Bhalay207
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Re: My virgin media move and transfer

I’ve sent you a message David_pn. Still no further forward it would seem 

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