can't set up new account after house move

[SpiersonP]

Hello,

I moved house a while ago taking Virgin Media Broadband with me. The move went fine but now I am trying to set up a new online account I am having a problem. If I try and set up a new account using the new account number from our move I am told an account already exists with that email address. When I do a password reset on that email address and log in however it is my old account, still showing my final bill in the old propery from August.

Please can you advise how my existing login can be swapped to my new account? 

I have tried just setting up a new account using a different email address and the account number from our new house, but have the same problem that I am told the account already exists under the original email address

Thanks,

Pete

[Steven_L · Accepted solution]

Hey @SpiersonP,

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 account transfer to your new address, it sounds like the move and transfer of your account hasn't been completed correctly.

I would be happy to take a further look into this for you but 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

[Steven_L]

You're very welcome SpiersonP and please let me know once you've been able to log into your account or have any further issues.

Kind Regards,

Steven_L