New account number registered on same email address - can only see old details in My Virgin Media

[Paddywag]

I recently had VM broadband services disconnected. I subsequently started a new contract and signed up to broadband through VM. Please note I did NOT 'move house' with VM, services were completely cancelled and contract ended.

When later signing up to VM I used the same email address as I had done when previously a VM broadband customer. 

I am prompted to log in to My Virgin Media to view the status of my order / installation however when I log in to My Virgin Media I cannot see my new account details, and instead only those of the old account. I have no way of viewing current account details but all the new equipment arrived and connected.

Nobody in Customers Services phone line was able to help, and via the WhatsApp messaging I have spent hours being shipped around different teams, none of whom have been able to fix what appears at least to be a fairly straightforward issue.

Any help on here would be hugely appreciated.

Many thanks.

[Akua_A]

Hi @Paddywag 

Welcome to our community forums and thank you for your first post. Sorry to hear you are having issues with your online account since signing up again with us. We can understand the frustration caused. In this case, it seems your old email is still attached to the old account. Do you have an alternative email you can register with? https://www.virginmedia.com/my-virgin-media/register If not, please let us know and we will do our best to help.

Thanks,

[Paddywag]

Hi, tried that and it won't let me as it says the account is already registered. 

[Paddywag]

I was able to change email on old account but when I try and log into new account with email address it still is linked to old account?

[Akua_A · Accepted solution]

Thank you for the update @Paddywag In this case, I am sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,