Virgin Media Community

[karman]

I run two short term House of multiple occupation properties. I have had Virgin broadband in one of the houses for a few years, and have now tried to introduce it into the second house. I'm struggling with this because there doesn't seem to be the capability to manage two separate properties through one email address/account. 

Is there any way round this without creating a new email address?

[newapollo]

Hi @karman 

Unfortunately the email address will be tied to the original account so you'll need to use a different email address

[karman]

I have an issue accessing a new account and have tried to resolve via the contact centre, and failed. I really need to send an email to explain as my issue seems to get lost in translation. Does anyone know how to cantact Virgin Broadband directly by email? 

[newapollo]

Hi @karman 

VM don't have a customer facing contact email address.

A member of the Forum Team should pick this up for you in a day or two and help

[Beth_G]

Hi karman,

Thank you for your post.

I'm sorry to hear you're having issues accessing your new account with us. Can you please expand on the issues you're facing exactly so we can help?

Kind regards

[karman]

Hi Beth, 

I have two rental properties, one has been with Virgin for a few years, and last week I subscribed the second address for a M200 package, but when signing up, the original email address was used, and consequently, when I try to access the new account I can only see the original account/property.

I went through the helpline and thought that new email address and password had been established for the second account, but it isn't being recognised. Is there any delay in actioning the change? Ideally I would like to make the change to password myself so that I know exactly what is required.

[Beth_G]

Hi karman,

Thank you for explaining. I think it's best if I send you over a private message so I can look at both accounts and see which emails are registered with which accounts and help to resolve. There is currently a known issue with creating and resetting password for My Virgin Media accounts, however your issue does sound slightly different.

Please do look out for my message over at the purple envelope.

Thanks 🙂

[Ryan_N]

No problem at all - glad we could help. 

Cheers, 

Ryan. 

[Hoges67uk]

Hi

I have exactly the same problem. Could you please help me so, I can access both accounts.

Thanks

[karman]

Hi,

It took some time but eventually I penetrated Virgins automated defences and spoke to a human. After that, it was a simple change to move the account to a new email address.

The automated systems are probably OK for 80% of enquiries, but become a real pain if the issue falls outside the help offered.

I think I used email until I finally got a response and a phone call. Have to say that once Virgin engaged, the issue was dealt with effectively.

Good luck!