How to change account number in the app or online account

[Revans0718]

I recently moved and was not sent a welcome pack by postal mail or email. I was not sent any new bills for over a month, so I looked on my account on the app and online and there were no bills. My old bill from the prior address is the only one shown. I called VM twice and they emailed me the bill with a late fee! I noticed that my account number had changed on the bill. I tried to find out how to update this in the app and online, but can’t figure it out. Has anyone done this?

I called again, tried to speak to someone in IT, and they could not help. Then, I did an online chat, who said my information would be updated in 24 hours. It’s been longer than that now and my information is still not updated in the app or online. 
How do I get this sorted? My app and online account don’t have any recent bills. 
thanks.

[Kath_P]

Hi Revans0718, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

Apologies to hear that since moving home, you've not been able to access your My Virgin Media. When you move, you get a new account so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

To do this, I'll need to clarify a few details with you so I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,