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Issue with my virgin media.

Joining in

My mum passed away and I have taken over the account, due to remaining in the property.

I have called virgin to change over the email on their side; over to my email address, which has been done. However, when I enter my last name, account number and area reference in, it says something like "there's already an account associated with these details" and brings up my late mum's email address with a few characters blocked out. 

I need this to be changed to my email address, as have switched to paperless billing etc, but really don't know what else to do.


Forum Team
Forum Team

Hey Mreynolds22726, thank you for reaching out and a warm welcome to the community I am sorry to see you are struggling to set a new account up online.

I am going to send you a PM, so we can look into this and get to the bottom of it.

Please look out for the purple envelope. Thanks 

Matt - Forum Team

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