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Cannot create MyVirgin Media account

Joining in

Hello, hoping someone is able to help me with my unusual problem.

I was with virgin media for a couple years at a previous address, I closed the account down due to moving away and no longer needing the service.

A few years later (now) I have just had virgin media installed in to my new address. When trying to access the virgin media app it will not allow me to log in. It says an account already exists under the email address, which is my old closed service, I’m still able to log in and view my old service. Both services were ordered under the same email address.
If I’m guessing there must be some sort of error and I need my old account wiped before I can create a new account?

I’ve contacted customer services regarding the issue and they don’t seem know how to resolve the issue or they’ll pass the query over to their IT team. 


Forum Team
Forum Team

Hi there @OllieTheRed


Thank you so much for your post and welcome back to the community forums. 


I am so sorry to hear that you are facing this issue with your new My Virgin Media account.


I'd be happy to take a look into this with you via a PM, I'll pop one across now. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.


Thank you.