Virgin media app linked to old account

[Hena62]

Hello Joe,

I have a similar issue app and account is with previous order which i had cancelled cannot register new account

[Carley_S]

Hi @Hena62 

Welcome to the community forums. 

Sorry to hear you're having issues registering for a new online account. 

Can you confirm how long ago was the account you cancelled actioned? Was this a older active service or was this order a service that was never installed?  

[Hena62]

The order was never installed.

[Hena62]

It was around 6 months ago maybe longer

[Carley_S]

Thank you for confirming this @Hena62 

Did you create an online account for this order/service that was never installed? 

The email address you provide as point of contact can be different to the online account as they are created separately.

What happens/what does the error say when you try and register here please?

[Hena62]

Whenever i try register new account. It keeps on telling me i already have it registered to same email and when i log in it has old account number etc

[Sabrina_B]

Hi @Hena62 👋.

Thanks for the update. That is not a problem and something we can assist you with. We would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina