Cant access new account

[Cwhu18]

I recently did a cross franchise move when I moved house.

When I log into my virgin media it shows my old account details from the old account number/area. I called virgin and they advised to register using a different email address. I tried to do this however it just says the new account number is already registered to my existing email address which still shows the old account number. 

When I try to log into the VM connect asap it says account is an active or closed. 

We have been using the service in the new house for over a week so it can’t because it isn’t activated. 

How can I get the account updated to show the new account number?

[John_GS]

Hi @Cwhu18 

Thanks for posting and welcome to the community.

This is where a Move and Transfer of the online account is needed, timescales are 24 hours. I'll send you a PM now.

[tim7433]

I am having the same problem, spoke to the call centre referencing this thread but they didn't understand what I asking for and just told me I had to use a different email address. Could I also get a PM please to initiate a move and transfer? 

[Vikki_M]

Hi tim7433, 

Thanks for your post and welcome to our community.

We're sorry to hear you're having the same issue.

Do you have an alternative email address you can use to register the new account?

If so, please register here 

This will be instant and is therefore the quickest way to get you access. 

If you don't have another email address to use, please let us know and we'll pop you a private message to arrange a move for you.

Please pop back to us when you can. 

[Vikki_M]

Hi tim7433,

Thanks so much for joining me in a private message.
I'm happy we were able to resolve your concerns together :).
If you have any questions in the future or need any support, please pop back to our community forums and we'd be happy to help.  

Take care.