Forum Discussion

Ckuk's avatar
Ckuk
On our wavelength
4 years ago

Change account number

Hi I have a new contract and need to change the account number associated with my email so I can access the new information with the app
newapollo's avatar
newapollo
Very Insightful Person
4 years ago

Hi Ckuk,

Have you moved house, or did you leave Virgin and then return as a new customer?

If you moved house then a member of the Forum Team may be able to perform a move and transfer and set your email address up with your new account.

However if you are a returning customer then you will need to use a new email address.

 

Ckuk's avatar
Ckuk
On our wavelength
4 years ago

I moved house, got a new contract as there was a month gap between houses. The app still logs in and shows my old contract number 

  • Beth_G's avatar
    Beth_G
    Icon for Forum Team rankForum Team
    4 years ago

    HI Ckuk,

     

    Thanks for posting on the Community Forums.

     

    This is completely normal - don't worry. What we need to do is what's called a 'Move and Transfer' between both your old and new account so that you can continue signing into your My Virgin Media using your same credentials but your new account details will show.

     

    I'll pop you over a PM now so I can help with this.

     

    Beth

    • ryan120's avatar
      ryan120
      Joining in
      3 years ago

      I have the same issue , what do I do?

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        3 years ago

        Hi ryan120,

        Thanks for posting, and welcome to the Community Forums!

        I'm sorry to hear you're also experiencing a similar issue. To confirm, have you been installed at your new property, or are you waiting for your installation/equipment?

        Cheers,

    • Clawrie95's avatar
      Clawrie95
      Joining in
      3 years ago

      Hi, 

      I am having the same issue, i had set up for install and that was cancelled then I rebooked and have a new account number but the old cancelled one is showing on my virgin media app.

      My services were installed this morning are you able to help me with the move and transfer so I have the correct account details on the app.

       

      Thanks 

       

      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team
        3 years ago

        Hi there Clawrie95 

         

        Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

         

        I am sorry to hear that you have faced this issue and thank you again for your message. I'll be happy to take a look into this with you via a Private Message. I will pop you a PM 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. 
         

    • SJRussell71's avatar
      SJRussell71
      Joining in
      3 years ago

      Hi, I have the same issue. I can't change my account and area reference in the app

      • Natalie_L's avatar
        Natalie_L
        Forum Team (Retired)
        3 years ago

        Hi SjRussell71, 

        Thank you for reaching out to us here on the community.

        We are very sorry to hear of the issues you have been experiencing when attempting to make changes. 

        In order to assist further with this, I am going to pop you over a private message to take a few more details. This will be available via the red bar at the top of the page. 

        Speak soon,