Wrong account number showing on virginmedia.com

[lovellpeter]

Hi.

I've moved property recently and took VM with me, but changed for a new package- new account number, old account deactivated. Everything for the new account is installed and working fine, but My Virgin Media is still showing my old account and I'm unable to change it over to my new one to see bills and such.

The same email was used. I called up and was told to try with a different email, which I did, but all it says with a new email is that there is already an account set up but it only leads me to the old, deactivated account and I can't get it switched over to my new account.

Kind regards.

[Alex_RM]

Hi cboyle99,

Thanks for posting and welcome to our community 🙂

Sorry to see you're having the same issue, so I can take a closer look I've popped you over a private message.

Alex_Rm

[Alex_RM]

Thanks for joining me over private message cboyle99,

Glad I was able to help 🙂

Alex_Rm

[MH1414]

This exact thing is happening to me and I can’t see my bills. Please help 

[Sabrina_B]

Hi @MH1414 👋.

Thanks for reaching back out to us, Apologies for the issues that you have been having with your account. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[jamesbream]

Hi there, I have just mived house and setup a new account with virgin media. I can't login to access anything and when I try and sign up it just says an account cannot be found with my details. Can you help please? James.

[Sabrina_B]

Hi @jamesbream 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with your online account.  We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[AJS3]

Hi, 

I am also having the issue described. After address change, my VM is still showing my old account num and area ref so I am unable to open URLs sent via email to view my current bills. 

Any help appreciated.

Best,

Alex

[Steven_L]

Hello AJS3,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account. This sounds like your account has not yet been fully migrated over to your new online account as of yet. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L