Hi Ronnie, 👋 thanks for returning to the thread to keep us updated!
Sorry to hear about all of these issues with your order and My Virgin Media account.
I would just like to address the main concern of your post. Sadly you are not able to change your account number. If you have cancelled your services and processed a new order what most likely happened is that a new account was made. You would have to use this account number moving forward (there is no way of swapping back to the original one.)
In terms of accessing My Virgin Media there are several issues that usually prevent online account access;
- If you are awaiting installation of your services. (Particularly if you are installing with us for the first time). This will automatically resolve itself upon the installation and activation of your services. Although it does sometimes take 24 hours for our systems to catch up.
- If you are registering with an email address that has been associated with a former service account. If this is the case, we need to get the email address moved over to the correct current account. We do this by sending a PM to confirm a few account details and updating our records
- An unknown or temporary error with our website.
Hopefully your access is restored as soon as your services are installed! Please let us know if not, or if you need any further support in the meantime and we can send you another PM to offer some help.
Thanks for your patience whilst you await your installation! Wishing you all the best. 🌞