Account Glitch - old account shows instead of new

[Kieran1k]

Hi,

I have been running into account issues since opening a new account with virgin, when I go to sign in on the App, it opens up my old account number and not my new one, I have registered the new account number but it is attached to my normal email address. I have tried signing up with another email but again the new account number is attached to my normal email.

I have been on their live chat countless times and I have been told that the issue will be fixed numerous times within 24 hours, this has never worked, just now I was being told I am being transferred to the technical team but have been waiting 2 hours for a response. 

Is there someone else I can speak with to get this issue actually raised? It seems like they’re doing nothing in the back end. 

Thanks

[MOD EDIT: Subject title changed for clarity]

[Paulina_Z]

Hi @Kieran1k,

Welcome back to our Community Forums! Thanks for your post and I'm very sorry to hear that you're having some issues with accessing your online account since creating a new account with us. I do apologise about this as we understand how frustrating this can be. 

I'll be more than happy to look into this further for you and see what I can do to help. I'll send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum post. I'll be in touch soon.

Thank you.

[Samuell1987]

Hi 

did you get this resolved as I’m having the same issue since moving house they changed my account number but app and online defaults to old account and doesn’t allow me to change it.

sooo frustrating 

[Kieran1k]

Nothing as yet mate, they’ve transferred me to their IT team

[Paulina_Z]

Hi @Samuell1987,

Welcome to our Community Forums! Thanks for your first post and I'm very sorry to hear that you're facing a similar issue! 

I'll be more than happy to look into this further for you and see what we can do to help. I'll send you a Private Message to confirm a few details.

Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[Paulina_Z]

Hi @Kieran1k,

Thank you for coming back to me via Private Message and confirming that your issue is now resolved! 🙂

Glad to hear that you now have access to your online account. If you need any further help or assistance, please let us know. We're here to help. 🙂

Thank you.