Forum Discussion

sam4262's avatar
sam4262
Tuning in
3 years ago

My Virgin Media account showing the old account number and details

Hi, I have moved home for more than a month and got a new contract. However, my online account details still cannot be migrated, it's still showing my old account number, details, bills etc. The Vi...
account
migration
Alex_RM's avatar
Alex_RM
Forum Team
2 years ago

Hi sam4262,

Very sorry to hear you're still having an issue with this. So I can help further I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm

Jrw1238's avatar
Jrw1238
Joining in
2 years ago

Hi Alex, I am having the same problem. Please could you PM me to resolve it as well please? 

thank you!

  • David_Bn's avatar
    David_Bn
    Forum Team
    2 years ago

    Good Evening Jrw1238, thanks for your post on our Community Forums, and a very warm welcome to you!

    Sorry to hear of the issues you've been experiencing with the self-care account.

    Can you please confirm if you've been able to read through the troubleshooting suggestions earlier in the thread and have tried them to see if these can help resolve the issue you're experiencing? 

    Kindest regards,

    David_Bn

    • Jrw1238's avatar
      Jrw1238
      Joining in
      2 years ago

      Hi David,

      I have yes, nothing seems to be doing it I think it manually needs to be changed over on your side as I keep hitting blockers on mine!

      thanks,

      James

      • Molly_T's avatar
        Molly_T
        Forum Team
        2 years ago

        Hi James (jrw1238) 👋 sorry to hear the troubleshooting steps did not help resolve the issue. 

        There's a few reasons these sorts of issues can happen, depending on if you have previously used the email address you are trying to use with a former account. When you try to register using your current account details here 👉 Register My Virgin Media Account | Virgin Media do you get any kind of error code or message? We will need to know what appears to help us resolve the issue. 

        I will send you a PM to confirm a few account details so I can also look into this further and offer support. You can find this in the top right corner of the page in your Inbox. 📩 

        We can return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞Wishing you all the best.