Email linked to an old account cannot see new account

[Tee_I]

I cannot access my new account on the email I provided to agent. How do I unlink an old account? CS were unhelpful please help!

[Adri_G]

Hi there, Tee_I

Thank you for your post.
Sorry to hear you're having issues opening a new account with your email due to it being used by an old account as you explained.

Could you please let us know if your services in the new account and property have been installed yet?
You can only create an account once your services are active.

Let us know and we will be happy to take it from there and advise respectively.

[Tee_I]

Hi Adri_G, installation is due in 3 weeks time. What I dont understand is that the old account was never installed as I cancelled it few days later. This was just couple of months ago so how is this account still linked to my email?

[John_GS]

Hi Tee_I

Thanks for coming back to us. If you've created an online account then it would still be linked 🙂

I'll send you a PM now to assist further.

Kind regards,

[Tee_I]

Thanks John, have PM'ed you.

[Tee_I]

my services are active now but I am still unable to check my Virgin Media app. Can someone help please.

[Ryan_N]

Just to confirm - does it advise along the lines of 'Sorry to see you go'? 

Cheers, 

Ryan. 

[Tee_I]

No Ive been seeing "wait 48 hours" on the app since the day of order which was a month ago and my services active since Friday. Nothing has changed there. I can sign in via website but its displaying old account. John_GS tried to reset by deleting email linked to the old account but it hasnt done anything cos when I try to register the email it says the account is already set up in that email and loops back to old account.

[Tee_I]

 

 

 

[John_GS]

Hi @Tee_I

Thanks for joining us on PM and allowing me to sort this for you.

If you do ever need anything, please pop us a public post and we'll be happy to assist further.

Kind regards,