Forum TeamThanks for your post on our Community Forums, and a very warm welcome to you sam4262.
Sorry to hear of the issue with the online account - since moving home.
I'm not sure exactly what you've been advised but I fear one or two steps have been missed here.
Can you confirm if you were advised to register for a new account with the new account number being included?
This would need to be done with an alternative E-Mail address, but once complete a move and transfer could then be completed from your former account to the newly created account.
Kindest regards,
David_Bn
Thanks for your reply David. I have tried using a different email to register. However, after finished putting my last name, new account number and reference code, it says "We've found you! Account already set up", and it's showing my old email as well as all the old account details.
The customer service also said they will remove my old account details and I can continue to use my old email address.
Thanks.
Hi sam4262,
Thanks for the update on this, and the additional information! Unfortunately, our Customer Service Teams aren't able to fully remove a My Virgin Media email from a previous address.
We can definitely look into transferring your old details over to your new ones. Please look out for my private message in the top-right of the Forums, in the purple envelope.
Cheers,
i have the same issue can u help me fix this
