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Returning customer

Carribean24
Joining in

Hi,

I'm returning to virgin media having left a few years ago, unfortunately whenever I try to set up my account I get the below message.

Screenshot_20220321-105051_Chrome.jpg

 Is there anyway I can have my old account deleted or at least unlocked so I can manage my new account without having to call them?

Thanks 

1 ACCEPTED SOLUTION

Accepted Solutions

Martin_N
Forum Team
Forum Team

Hi Carribean24,

Thank you for your post and welcome to the community. 

I'm very sorry for any issues you're having with registering your online account. 

We can certainly take a look at the previous account. 

I will private message you now regarding this. 

^Martin

See where this Helpful Answer was posted

12 REPLIES 12

Martin_N
Forum Team
Forum Team

Hi Carribean24,

Thank you for your post and welcome to the community. 

I'm very sorry for any issues you're having with registering your online account. 

We can certainly take a look at the previous account. 

I will private message you now regarding this. 

^Martin

Martin_N
Forum Team
Forum Team

Thank you for that information Carribean24.

Please do reach out if you need any assistance in the future. 

^Martin

Hi, I am facing this same issue. Can you share what the fix was?

I left Virgin Media in February 2022, but have now started a new VM contract after a painful experience with another vendor. However, when I try to log in to Virgin Media, I keep being taken to my old cancelled account. 

Hi soakley1,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you're having with your online account. 

Can you confirm when this new account has been activated?

^Martin

Hi Martin.

  • The account was activated mid May.

Regards

Simon

Hi @soakley1

 

Please register using an email address you have never used before with us.

 

This should resolve this for you 🙂

 

Please let us know how you get on.

Vikki - Forum Team


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Thanks for the response.

I tried this already. I did not realise that you need a different email address as a returning customer, so used my existing email address when opening the new contract. Whenever I try to log in, the system is linking my new account number to my main email address (which is then defaulting to my old cancelled account).

Any further advice would be appreciated.

Thanks

Simon

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi soakley1, 

Thank you for getting back to us. 

We can look to transfer the previous login details to your new account but this is not always guaranteed. If we are not able to do this, we can arrange for the username to be set up as a different email address. 

In order for us to assist with this further, I will just need to pop you over a private message to confirm a few details. 

This will be available via the purple envelope on the top right of this page. 

Speak soon,

 

 

Nat

I'm facing the exact same issue; previous customer who switched to a different provider so closed the account. Used the same email address when signing up again so now when trying to register I get the same error message as the OP.

Would you mind contacting me as well in regards how to fix it? Thank you!