Email address still connected to old account.

[Zaxx]

I have just rejoined Virgin Media. I am still using the same email address as my old account. This therefore means that every time I login to My Virgin Media App I’m met with my old deactivated account meaning I can’t make an changes, or see any of my new account details or package contents.

Can you help please?

[Gareth_L · Accepted solution]

Hello Zaxx 

Thanks for your post. 
Sorry to hear about the issue with your online account showing the old one.
I can look into this for you, as it will be an easy fix from here.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[Zaxx]

All now working. Thanks for your help.

[Gareth_L]

Hello Zaxx.

Thanks for the update.

Glad to hear everything is now working for you.

Can I help with anything else at all?

Gareth_L

[Zaxx]

No thanks. All is fine.

[Gareth_L]

Good stuff John.

If you do ever need anything else, head back to our community and we can take a look.

Gareth_L

[Manoila]

Hi Gareth ,

I am in exactly the same boat as Zaxx. Stopped my Virgin Broadband in September , now reconnected, but can see only my old account on the app and the web page. Is there any chance you can help?

[Gareth_L]

Hello Manoila

Of course I can help you get your new account set up.

Same as Zaxx, I will need to pass security first though.

If you can check your logo at the top right of your screen that would be great. 
Regards     
Gareth_L
 

[Carneylawther]

Would you be able to help me as well – in same situation!

Many thanks

[Ashleigh_C]

Hi there @Carneylawther 

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

We are so sorry to hear that you have faced issues with your service and we would be more than happy to take a closer look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.