Returning customer unable to sign in to My Virgin Media

[Huw37]

Hi

I left Virgin Media last month and joined Sky. I was dissatisfied with my Sky package and left during the 14 days cooling off period and returned to Virgin Media who gave me a new deal and a new account number. I re-joined using the same email address.

I now find I cannot sign in to My Virgin Media as it always opens in my old account which is discontinued. I also cannot use the Virgin Media app for the same reason. I tried re-joining using a different email but the program recognised the account number and I was back on the same merry-go-round.

I rang the help line and after some fiddling around the operator said I would receive instructions by email within 24 hours. All I received was a 'welcome to your first check in' standard email which was no help whatsoever.

I am finding this very frustrating.  I can't be the only person rejoining using the same email?

Can anyone help??!!

Many thanks 

Huw

[Kath_F · Accepted solution]

Hi Huw, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

Apologies to hear that since rejoining, you've not been able to access your My Virgin Media. When you get a new account number it means a whole new registration so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

To do this, I will need to clarify a few details with you so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[dev659]

I also have the same problem at the moment

[Gareth_L]

Hello dev659.

Thanks for your first post and welcome to our community.

Sorry to hear you are also not able to sign into your online account.

Can I please ask what errors you are getting and if you still have an active broadband service with us?

Gareth_L

[cr005z6750]

Got exactly the same problem, hard to believe that it is setup so that everyone who leaves and then returns to virgin media with the same email has to go through this.  At the very least, just block previously used email addresses.

[Sabrina_B]

Hi @cr005z6750 👋.

Thanks for reaching out to us and welcome to the Community Forums. When joining back with us as a new customer rather than former, your previous account that you had with the same email address will be tied to that account, we advise to create a new online account using a separate email address. If this cannot be done we can merge the two accounts together. 

For this to be done we would need to bring you into a private message so that we can obtain account details and process this. 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

[Clive0522]

I have just re-joined Virgin Media and looks like I have the same problem. Logging in to my on-line account with my registered email address brings up my old contract and details. I also see my new account number is 1 digit different to my old one. Can you help me wth this? Thank you.

[Carley_S]

Hi @Clive0522 

Welcome back to the community forums 

Sorry to hear you're having issues with logging into your online account. 

Do you get the same issue when trying to register with your new account details rather than logging in. You can try registering through here

If you're automatically being signed into an older account, please try clearing your cache and cookies so the browser forgets the data/history for the site. 

[Clive0522]

Hello Carley,

Thanks for your prompt response.

I have cleared the cache and cookies and tried the register option you gave me BUT it comes back and says "we found you and an account already exists" then shows me my old contract and package details.

I only have the 1 email address and this was used to purchase the new package as well as the old.

Looking at the above it appears that I need my new account to be "merged" into my email address as I cannot seem to be able to do this from here.

Can you help with this please?

Thanks

Clive

[Carley_S]

Thanks for trying this @Clive0522 
I did think this was the case but wanted to be sure was not a logging issue so we were on the right track. 
Please join me on private message so I can locate your accounts and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.