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New account not visible in My Virgin Media online

Joining in


I recently closed an old VM account, that was disconnected on the 31st December, and I had my final bill. I was supposed to be getting an alternative service installed which was not possible, so on the 2nd January, I signed up for a new VM broadband only contract, which has created a new account number. I have had the new contract, and messages stating the self install kit is on the way, but I have no way to track this.

When I log in to My Virgin Media, I can only see the old account details. I therefore have had no ability to track my new order progress, shipping, etc. and can't see my new contract in My Virgin Media.

Is it possible to switch over the account in My Virgin Media to the new one? I have tried registering the new account number with an alternative email addres, but it just states that the account is already registered to my existing email address login to My Virgin Media.

As far as I can tell, the new kit is supposed to be delivered by the 5th, but I have no way to check this.

Help would be very much appreciated, thanks.


Forum Team
Forum Team

Hi David118 👋 Welcome to the community! Thank you for posting!

Sorry to hear these concerns about your new account, and being able to view it's information via My VM. 

As you currently have a former account registered with this email address, we would need to get this transferred over to the new account for you, in order for you to view it's information via My VM. It's worth mentioning if you have not yet been installed, or had a bill generated you will not be able to see this just yet anyway! -This also may be why the issue is occurring. 

Nonetheless, we can help ensure that the correct account is set up as soon as you are activated so I will send you a PM to confirm a few account details and offer further support. I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞


Forum Team
Forum Team

Hi all 👋

Just returning to this public thread to keep things updated. Thanks to David118 for PMing with me! 📩

We were able to confirm all the details needed to get this resolved, and the My VM account info is now showing correctly. 

Thank you for your patience whilst we offered support! Please do let us know if there are any further issues you need our support with in future. Wishing you all the best! 🌞