Menu
Reply
Ckuk
  • 16
  • 1
  • 1
On our wavelength
1,269 Views
Message 1 of 7
Flag for a moderator

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

0 Kudos
Reply
newapollo
  • 12.09K
  • 1.62K
  • 3.68K
Very Insightful Person
Very Insightful Person
1,262 Views
Message 2 of 7
Flag for a moderator

Re: Change account number

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.

 

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

I'm a Very Insightful Person, I'm here to share knowledge. Learn more

Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks

The do's and don'ts. Keep the community welcoming for all. Follow the house rules
Ckuk
  • 16
  • 1
  • 1
On our wavelength
1,251 Views
Message 3 of 7
Flag for a moderator

Re: Change account number

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 

0 Kudos
Reply
Beth_G
  • 4.8K
  • 276
  • 511
Forum Team
Forum Team
1,242 Views
Message 4 of 7
Flag for a moderator

Re: Change account number

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

Beth
Beth_G
  • 4.8K
  • 276
  • 511
Forum Team
Forum Team
1,233 Views
Message 5 of 7
Flag for a moderator

Re: Change account number

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

Beth
0 Kudos
Reply
zoehenry
  • 1
  • 0
  • 0
Settling in
315 Views
Message 6 of 7
Flag for a moderator

Re: Change account number

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. 

0 Kudos
Reply
Reece_MH
  • 704
  • 31
  • 77
Forum Team
Forum Team
302 Views
Message 7 of 7
Flag for a moderator

Re: Change account number

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,

Reece - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply