New account setup

[Gibbo47]

Hello

I have recently cancelled my vm account and a new one is now in place for my mother (same address).  I need to add TV on the go app but it keeps recognising my previous account and won't let me create a new one under the new account number.  Likewise for Virgin Media App (check billing etc).  Also I need to know whst my new home phone number is, as clearly the previous number will not now be in service.

The TV is up and running okay.

I have been out of the country this past month and only returned to the UK this morning so trying to get things up and running. 

New account no. [MOD EDIT: PERSONAL INFORMATION REMOVED]

Appreciate any help.

Thanks

Amanda

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[newapollo]

Hi Amanda

Dial 174 on the landline and a recorded voice will tell you the number

I've moved your post to the accounts section so forum staff may be able to help with setting up the My Virgin Media account.  Once that is working you will be able to register for TVGO.

Have you tried registering with a different email address?

[Gibbo47]

Hi. Thanks for your reply. I tried dialling 174 but there is no dial tone or anything now to the landline.  Re the my virgin media and TV on the go registration, I tried using a different email and gave new account number but it just kept reverting to my old email address. Hopefully someone on the accounts forum will be able to help me set up both these things for the new VM account and advise on the landline. We do not want to run the landline off the router and go via VOIP.  Thanks Amanda

[newapollo]

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@Gibbo47 wrote:

Hi. Thanks for your reply. I tried dialling 174 but there is no dial tone or anything now to the landline.  Re the my virgin media and TV on the go registration, I tried using a different email and gave new account number but it just kept reverting to my old email address. Hopefully someone on the accounts forum will be able to help me set up both these things for the new VM account and advise on the landline. We do not want to run the landline off the router and go via VOIP.  Thanks Amanda

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Hi again Amanda

Have you connected the telephone to the old wall telephone point?  if so that may be why there is no dial tone. socket .  With the new installation it's very possible that  the phone connection is now via the hub and not the old socket. 

Have you tried connecting the phone to the telephone port on the hub? It's near the top on the hub 3 and marked Tel1 - please see /Virgin-Phone-Switchover/Everything-You-Need-To-Know 

[Steven_L]

Hello Gibbo47,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your online account at the moment.

Is the new account in your name or your mothers name? 

Kind Regards,

Steven_L

[Gibbo47]

Hi.

Thanks for your help.  I have now connected the phone to the router and managed to get our new number by dialing my mobile. Yippee........

[Carley_S]

Nice one @Gibbo47 
Great to hear this is all resolved for you and thanks for taking the time to let us know

Do you still need support with your TVGO? 

Have you been able to create an online account for the new account at all? If not, does using another email work or do you need to use the same email?

[Gibbo47]

Hi

I have tried to set up a TV Go account using the new account number and a different email address but it still refers to my previous account which were disconnected on the 13th March. It still refers to my email address. Is there anyway that you could remove any references/accounts set up to the no longer active vm account so as I can try and create a new TV go account and my virgin media account using the new account number and same email address ?

I hope this makes sense.  My previous account number was removed ,  area ref 12.  The address and postcode for the new account active from the 14th March in my mums name has the same address and postcode.

Hope you can help.

Thanks

Amanda

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Akua_A]

Hi @Gibbo47 

Welcome back to our community forums and sorry to hear you are having issues when trying to access TV Go. We want to best help. Typically after an account move, you would need to set up a new my VM account https://www.virginmedia.com/my-virgin-media/register These login details should also allow you to access the new TV go. Please note you may have to use a new email address that has never been associated with a VM account (Primary or secondary). Please let us know if you need any further help with this and we will do our best to help.

Thanks,