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RebekahK
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Unable to register account

Morning 

this is similar to other posts. I have been with virgin media for over 18 months but it has repeatedly not allowed me to register an account. I need this to be able to change my package. So am kind of stuck.

are you able to help?

thanks

becky

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Re: Unable to register account

Hi becky,

You can contact VM by text message or phone, renegotiate a new contract and ask them to set up/register your online account at the same time.

To be honest most people are unable to process a package change online as there is usually an "Oops something has gone wrong error" when trying to do this online because they either already have a discount and the systems require an extra bit of manipulation by the agents to set up any new discounts, or because the package they are on is no longer sold and again requires the extra manipulation by agents to change the package.

You could try the text messaging service. Just send  a text with a description of regrade  to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days. 

You can also call  150 from your Virgin landline, or 0345 454 1111, options 1,1 and 4 (Changes to your package) but best to call at 8am to avoid call queues

When you first signed up for VM you will have been given a phone password (memorable word) in your welcome letter/email, usually something along the lines of maiden name, town of birth, first school. If you don't have this, or can't remember it, then don't enter anything and an agent should pick up the call and you should be able to answer other questions to confirm you are the account holder,. this is usally along the lines of bank sort code, last bill amount etc, You can ask them to send out a memorable word password reminder through the post.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Emily_G
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Re: Unable to register account

Thanks for the post RebekahK and welcome to our community.

 

Can we please confirm if you've had a previous account registered?

 

Thanks, Emily.

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RebekahK
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Re: Unable to register account

Hi Emily

Apologies for a vague answer but it’s likely that I do, although it would have been several years ago.

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RebekahK
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Re: Unable to register account

Thanks Dave, that’s helpful 

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Emily_G
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Re: Unable to register account

Have you been able to try an alternative email to register if possible?

 

Thanks, Emily.

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RebekahK
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Re: Unable to register account

Hi Emily

 

i have but it still doesn’t work.

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Emily_G
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Re: Unable to register account

Sorry to hear this, I'll pop you over a private message so we can check the account information.

 

Thanks, Emily.

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Binz
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Re: Unable to register account

I hope this was sorted for you RebekahK - Emily could you please help?
I am a new customer to virgin and have a broadband package which I discussed with the Sales Team. I have tried using the messaging service, called Virgin Customer Services multiple times because I cannot access my account online. I have my Account Number if that would help?

Appreciate your help.

Alex.
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Paul_DN
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Re: Unable to register account

Hi Alex,

 

Thank you for reaching out to us in our community, I am sorry to hear you you haven't been able to sign into your online account.

 

Have you been installed yet, have you tried or set up a online account with the details you have been given, if your weren't able to set up a online account what error message are you getting?

 

Regards

 

Paul.
 

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