New account number not linking to My virgin media account

[peakie36]

Hello,

My email address (hotmail) was linked to an account in my ex wife’s name. She cancelled the account and I decided to stay with Virgin and start a new Volt account with a new account number.

when I log into my VM account I can only see the 'old' account - which shows the last bill as zero and account status as closed. I can’t see how to get it to show me the new account. I have contacted VM customer services via telephone, whatsapp and online chat on multiple separate occasions and each time told to wait 72 hours for the new account to be linked. This after nearly 2 weeks just doesn't work and I can still see my 'old account number.

I've tried to register for a new account but it just tells me I'm already registered .... I really need some help because I need to view my new bills and be able to manage my account and settings.

Thanks,

Jason

[Molly_T]

Hi Jason 👋 (/peakie36) Welcome to the community! Thank you for posting. 

Sorry to hear you are having some issues with your My VM login / current account access. It sounds as though the email address is still linked with this account, and we will need to take a closer look at both to see what exactly has happened here and offer support getting it resolved. We also may need to raise an IT ticket. 

I will send you a PM to confirm a few bits of account information so we can offer further support! 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. 🌞