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My Virgin Media account showing the old account number and details

Tuning in


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 Virgin Fault team told me multiple times that they would fix this problem and do the migration, however, two months passed without any progress.

Is there anyone could help here?

Many thanks


Forum Team
Forum Team

Thanks 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,


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.


Forum Team (Retired)
Forum Team (Retired)

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.


Reece - Forum Team

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i have the same issue can u help me fix this 

Hey @m1010072671,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your online account showing your old account details.

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,

Hi Steven,


I am having the same issue, and phone and online chat are unable to resolve, keep telling me it's been passed to IT, but I don't ever hear back.


I've sent you a PM, can you please advise?



I just received a message saying not to PM..... Can somebody please contact me to resolve this issue? Thanks

Forum Team (Retired)
Forum Team (Retired)

Thank you for your posts and replies on our help forum and this thread, PineappleBum.
A welcome from us in the community - glad to have you on board 🙂

Please, kindly refer to this link here for more on our house rules when it comes to private messaging in case you need an explanation regarding the message you've received.

We're sorry to see you've had issues with your online account reflecting the old account details and that you haven't heard back from our IT team about the ticket we raised to fix this. 
Can you please confirm if you've received any email to follow up on this issue at all and has this problem come up after a house move? 

Let us know more, we'll be happy to best assist you. 

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hi Adri,


No, I haven't received any communication from your IT team.


I registered my account under the email I purchased my package from as advised, but when I login, it only shows an old closed account from a previous address and not my new account at my current address.


I then tried registering my new account under my 2nd email address, however it says that the account is already registered, (see above) but the new account doesn't show when I login.


Is it possible to have my new account show under the email I have registered it for, or is it possible to de-link my new account from the registered email address so I can register it with a new email?