Virgin Media Community

[Ronnie52]

After placing my order for VM BB &Talk and using the app I made a **bleep** up and cancelled the order, now after placing a replacement order I cannot change the original account number on the app to check my order progress, hence cannot use the app.  

Does anyone know if its possible to change the a/c number on the app and if's so how or who to contact

TIA

Ronnie

[Robert_P]

Hello Ronnie52

Thanks for posting in regards to your recent order and setting up the online account, we appreciate you raising the query via the forums.

From checking it appears you have spoken to the team, were they able to assist with this and resolve the issue during the call? Let us know.

Rob

[Ronnie52]

Advised me to speak to technical team so have tried a whatsApp conversation but no reply as yet

I can’t find how to speak to someone on technical side

[Natalie_L]

Hi Ronnie52, 

I am currently chatting with you via private message so will pick this up with you from there. 

Thanks, 

[Ronnie52]

Hi Rob

No I have not spoken to anyone, I haven’t been able to find the correct connection on the call platform, it’s really frustrating that I am struggling to get this sorted 

Ronnie

[Travis_M]

Hi @Ronnie52 

Thanks for your response

If you call us on 150 / 0345 454 1111 and use Options 2 to Options 1 - this should point you in the right direction and the team will be able to assist from here

[Ronnie52]

Thank you, I will it a try

[Travis_M · Accepted solution]

Hi @Ronnie52 

Thanks for your response

Please do keep us updated with how you get on, the team will look to get this resolved for you 🙂

[Ronnie52]

Thanks for the tip, I managed to make a call today and to be perfectly frank, it was a total waste of 30 minutes, agent on the other end couldn't grasp what the problem was and kept asking for info I didn't have, eg my phone number, which I won’t get until instal on Thursday next

Will wait till service is installed and activated to see what happens

Ronnie

[Molly_T]

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;

1. 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. 
2. 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
3. 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. 🌞