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2 accounts on the same email, can't access one, even with account number

Tuning in

My dad had a previous account on the same email so I could administer it for him, now I've set up a new account at a different address, under my name, on the same email and have no way to access online services, any way I try to login or reset password including with the new account number, I end up back on that account, is there a way I can sort this?


Even if you do cancel the account you have stilled moved house so this would need still an IT ticket raising.

If you want to use the same email let us know and we can get this resolved for you. Cheers 

Matt - Forum Team

New around here?

Hello I am having the exact same issue.

Hi villl


Thank you for your post and welcome to our community.

I am sorry to hear that.

Could you expand on this please?

Have you recently moved home?

Are you able to try a new email address that isn't linked to any former accounts?

Please pop back to us when you can. 



Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Joining in


I'm currently experiencing the same issue. Just moved home and had a new account set up, but when I log in I can only see details for the old account with no way to register the new account.

Hi @Martian38 thanks for your post here although we're sorry to hear of the concerns you've raised.

Please allow me to send you a PM so I can look into this further for you.

Kindly expect the PM from me to arrive shortly, and respond directly when you can!
Many thanks



I have the exact same issue: can't register for a new account as my email is the same as the old one, thus whenever I try to register it says email already in use as got one account registered in same email address at my rental property but now the new account I set up for were I live on same email account can not log in or change or check account details can you help please 

Hi Rachok

Thank you for your post and welcome to our community.

Are you able to use a different email address to register the new account? This would need to be one that hasn't been used before with us. 

This should then work for you.

Please let us know if this resolves the issue or if you need further support.  

Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

I tried that but every time I put the new account number In for our house it comes up with that email is registered to the other account and won’t let us do if you change at your side we would be able to do please so you would need to change the email on your system to allow us to be able to logs on please 

hi i carnt do that every time I try to make a new account with a different email every time I put second name the account number then area code it just comes up with there is a account registered in our email that’s correct but when log into the other it just brings up the other account I now have just spent a hour of the phone to a guy from virgin who did not fully understand what I was saying and said he would have to raise a ticket to fix a issue on the account at that point the phone line just went dead i trying to get into the account so can check bills and turn off that web safe I now 4 days later and a hour speaking to a guy who cut me off after a hour so stressful can someone just help me sort this is annoying please 

Thanks for confirming Rachok,

So I can take a closer look at this for you, I've popped you over a private message.