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

Hi Ckuk,

 

Thanks for sharing the requested details with me via PM.

 

After looking at the account, I can see that your services have not yet been activated, meaning that your My Virgin Media account won't be ready just yet. This means that I won't be able to process the move and transfer until your services ave been activated.

 

However as soon as your services are activated, please let us know from here so we can process that for you as soon as possible. If you need help with anything else in the meantime, just give us a shout and we'll be happy to help.

 

Kind regards

Beth

  • zoehenry's avatar
    zoehenry
    Settling in
    4 years ago

    Hi there - I'm having this same issue. I moved home and my old account was disconnected yesterday and the new account is being connected today. The engineer is supposed to be coming between 1pm and 6pm and I was told I could check for a more specific time slot on the day through the app. However, the app is connected to my old account which has no appointments connected to it so I can't check anything. 

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

      Hi zoehenry,

      Thanks for getting in touch, and a warm welcome to our forums.

      As previously mentioned, if you haven't been installed on your new account, then we would not be able to get your My Virgin Media transferred just yet. Has the Engineer been to your new property and installed your services?

      Once you've been installed, we can definitely assist in getting this transferred over.

      Cheers,

  • Davechiz's avatar
    Davechiz
    Joining in
    2 years ago

    Hi

    I'm having the same issue with old account number, I've tried setting up on another email but it just keeps going back to the old number and I can't check services or get my volt benefits. Please help 

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Davechiz 

      Thank you for reaching out to us regarding this account number issue. We can understand the inconvenience caused and want to best help. To best look into this, I am sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. I'll be in touch soon.

      Thanks,

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      2 years ago

      Glad to hear this Davechiz 

      Please do not hesitate to contact us if you need any further help and we will be happy to assist. 

      Thanks,