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misstaramcgeown
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New account number not migrated

I transferred my services over from my previous property where I was a customer of virgin media for 2 years, I moved house set up on a new account number but my new account number hasn't migrated over on my app its still showing my old account number and tells me I'm no longer a customer of virgin media, I would like some assistance in being able to action my account on the app in order for me to check my bills etc 

 

Thank you 

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newapollo
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Message 2 of 10
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Re: New account number not migrated

Have you signed out of the app and  then signed back in again to make sure it's updated?  Or logged into your phone settings, selected the app and cleared data in case that's causing an issue?

Also have you used a browser to log into My Account to make sure that it is up to date?  If it isn't that may explain why the app is showing incorrect information

EDIT Hope you'll be happy in your new house.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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misstaramcgeown
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Re: New account number not migrated

Yes I have signed out the app and signed back in still shows old account number and area number, I have cleared my cache on my phone and history. I have even uninstalled and re installed the app and the account number has not transferred to the newly generated one by virgin media 🤷‍♀️

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Lisa_CC
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Re: New account number not migrated

Hi misstaramcgeown,

 

Welcome to our Community Forum and thanks for posting. If you've recently migrated your services to a new property then your online account should have been moved also. I'll send you a Private Message so I can grab some details and take a look for you.

 

Thanks,

 

Lisa

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misstaramcgeown
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Re: New account number not migrated

Hi Lisa that would be great if could message me as it hasn't migrated over at all it's still showing my old account number and area number and not my new account and area number following a house move, don't understand why had a change of account number to be honest when was with virgin already 2 years all for moving home 

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Lisa_CC
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Re: New account number not migrated

I'm sorry, I've sent the Private Message to you now 🙂

 

Regards,

 

Lisa

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simon2william1
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Re: New account number not migrated

I'm having the exact same issue 

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Tom_F
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Re: New account number not migrated

Sorry to hear that simon2william1. Can you please send me a PM confirming the old & new account numbers so I can take a further look into it? 

 

Thanks,

 

Tom

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Galois
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Message 9 of 10
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Re: New account number not migrated

I have the same problem.

Is there anyone who can sort this for me as I cannot get through to Virgin Customer Helpline.

 

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Rachael_F
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Message 10 of 10
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Re: New account number not migrated

Hi Galois,

 

Thank you for reaching out, I'm sorry that you've been having trouble with your online account following a home move. We'd usually recommend creating your own thread rather than posting on one that's been closed for some time, but we can certainly take a look for you.

 

We'll need to clear account security, so I'll send you a private message now to confirm the relevant details. Please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael