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Moving Home - Account Access

Joining in


We've moved home and are due to get Virgin installed at our new address today, however it looks like a new account has been set up as part of the home move and I can only access the old account details in My Virgin Media. I want to track when the engineer is going to arrive.

How do I set up my new account in My Virgin Media? I've tried using a different email address but get the same error each time saying an account already exists.



Forum Team
Forum Team

Hi KatDee,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're unable to access your online account. As you have moved, you will be generated a new account number so we can arrange a new contract at your new address.

If you have not yet been installed at your new address and your services are not active, you cannot register for an online account until your new account becomes active.

We can check from here for you what time slot you have been given for your install today, however we cannot give you an exact time when the engineer will arrive.

If you would like us to check your time slot, please come back to us.

Kind regards Jodi. 

Joining in

Please can somebody support me on a very similar issue?

I have moved house and my email address will only allow me to access my old account details...not my new home address account.


Many thanks



Hi @Cooper0608 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the issue you're experiencing 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.