Package details not showing in account - Cannot view bill and been overcharged

[AAL2]

Back in June I closed my Virgin Media account as I was moving into a short term let after selling my house and waiting for the new one to complete. In July when all was complete I took out a Volt package - I was treated as a new customer and had the new address listed.

When I log into my Virgin Media account and also the Virgin Media app - It has my old address and 'closed account' details in there. I am unable to see my new package and most importantly billing information.

I have just been charged a very high amount for this month (which way surpasses my monthly contract) which prompted me to login to see whats going on - I now realise I cannot do, due to incorrect details being listed.

Can anyone help of have any suggestions on how I can remedy this?

[Akua_A]

Hi @AAL2 

Welcome to our community forums and thank you for your first message.

Sorry to hear you have been unable to access your new account on my VM. It looks like your login email address is still tied to the old account. Generally with a new account, you may have to register as seen here with your new account number and a completely different email account. To best look into both issues, we have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. 

Thanks,