Sometimes the online My Virgin Media account cannot be created until the installation has taken place, despite what the welcome email may imply.
If your preferred email address has previously been used as a My Virgin Media account login it can't be reused for a new account.
Also, if your email address is tied to your ex partner's account then you should ditch it asap. Your ex will retain full control over the account and can view your emails and change the password at will.
You need to setup a new email account with an email provider not connected to your ISP. Gmail and Outlook.com are a couple of options, others are available.
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When I say my email I mean my Hotmail account was used as a username on that account maybe 10 years ago
I am looking to track my order and need to register for that to happen I have read on previous threads that as my user name was maybe linked to the old account that it may be the issue as it states my details are incorrect
A warm welcome to our Community Forum Mctavish01 and sorry to hear you've been unable to access your online account. If you have recently moved address and wish to use the same email for the login, it may be that your old online details haven't transferred over to your new property and account yet. As @Graham_A has mentioned, we can only transfer the online details once you've been installed and it may be too soon.
Can I ask whether you have been installed yet at your new property?