How do I link my new contract to an existing My Virgin Media account

[Hotello87]

Due to moving house I had to cancel my old Virgin Media account.

I have now re-joined as a new customer and want to register for My Virgin Media.

It seems my old contract is still showing on my existing account and I cannot find any way to remove the old redundant contract and add my new contract. It also will not let me get past the ‘register’ stage as it recognises my existing email address.

[Client62 · Accepted solution]

This is a common problem, it may be quickest to register a new email address to use for the VM a/c.

[Ilyas_Y]

Hi there @Hotello87, thanks for reaching out to us and a warm welcome to the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with My Virgin Media and the login details. 😞
I will assist you on this.

I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us @Hotello87 on the forums page today.

I'm glad we have placed in a request to get the My Virgin Media account details transferred over.
As advised, this may take up to 24 hours to complete, please check back in a days time and let us know how it goes.

Kind regards,
Ilyas.

[Corey05]

Hi,

Just piggybacking on this topic. I recently moved house and transferred my package to the new address. For some unexplained reasons I got given a new account number. However My virgin media (mobile app and browser) is still linked to my old account which now shows as disconnected, can you please help sorting this out ? (I do not want to create a new email address). Thanks, C