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TWCarter88
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Message 31 of 61
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Re: New account after moving home cant access because old account is active

I also have this problem. Can someone help me please?

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Reece_MH
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Message 32 of 61
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Re: New account after moving home cant access because old account is active

Hi @TWCarter88,
 
Sorry to hear you're still facing issues with this also. Please look out for my private message in the top-right of the Forums, in the purple envelope.

Cheers,

Reece - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


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zenithbootleg
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Message 33 of 61
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Re: New account after moving home cant access because old account is active

I am having this exact problem too. I called Virgin Media Customer Services about it three weeks ago. They said IT will sort it in 5 working days, which has long since passed. Can someone look into this for me? There's only so many hours I can waste calling people trying to go through it all again.

I'm also due a credit of £280 ish - but I can't tell if this has been processed, as I can't access my account.

 

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David_SB
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Message 34 of 61
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Re: New account after moving home cant access because old account is active

I am currently 6 months into my 5 days to resolve. 4 weeks ago I received my last private message from them telling me it has been escalated and they have yet to reply or update since then. They are still on here boasting about their response rates repeatedly, and telling me they won’t respond to my message board messages because I am ‘in conversation’ via private message. It’s only a conversation if someone a) replies and b) actually does something.

I have now resorted to posting messages here each time I get a notification that they have written on this thread in the forlorn hope that someone will reach out and actually resolve my issue, or at the very least provide some form of update. I’m sure they think all think I’m being a p**ck here, but I’ve worked their jobs and I would have been embarrassed by this lack of service. I waited almost 5 months before I started writing on this board. How long do they expect me to wait before I get angry and frustrated for paying for a service I am not getting?

I hope that someone from management is watching this thread because it is abysmal customer service. Not only have they failed to make any meaningful impact on my issue, there have been a number of snarky bordering rude responses from their staff to my attempts to get some traction. At this point I am considering cancelling, asking for all my money back and going to the ombudsman, because their lack of interest is unacceptable.

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Paul_DN
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Message 35 of 61
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Re: New account after moving home cant access because old account is active

Hi zenithbootleg,

Thank you for reaching out to us in our community and welcome, sorry to see you are still unable to set up an online account due to an old one stopping this and that you cannot check if a credit was added.

So I can help check this for you and also assist with the Online Account I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.
 

jackh1990
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Message 36 of 61
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Re: New account after moving home cant access because old account is active

Hi Steven,

Checking in as it’s 5 days tomorrow - has there been an update / resolution now?

Thanks

Jack

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Lee_R
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Message 37 of 61
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Re: New account after moving home cant access because old account is active

Hi Jackh1990, thanks for getting back to us.

I've spoken to Steven and he has assured me, when he has an update, he will reach out to you directly.  I will leave you in his very capable hands.  I can assure you, he has not forgotten you.  

Regards

Lee_R

FPC
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Message 38 of 61
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Re: New account after moving home cant access because old account is active

Hello there,

I have the same problem.

I would like to keep the same email but on the new account created by VM.

Martin_N
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Message 39 of 61
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Re: New account after moving home cant access because old account is active

Hi FPC,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you've had with your online account. 

I am happy to look into this for you. I will private message you now to confirm some details. 

^Martin

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NICK___-P
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Message 40 of 61
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Re: New account after moving home cant access because old account is active

Hi I am experiencing this issue as well. Please can I get support.

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