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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


Thanks for coming back to us @PineappleBum.

Check out the purple envelope in the top right hand corner, and I'll take a closer look into this one for you.

Kindest regards,


Thanks for working with me over our private messaging function @PineappleBum, and I'm pleased we were able to have this resolved for you.

Do feel free to come back to our Community Forums if there are any further issues with the services.

Kindest regards,


Thanks for your help David!

Tuning in

My problem is still not resolved, is there anyone here could provide further help on this? Thanks a lot.

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)


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

thank you!

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,


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!



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. 


Hi All 👋 just returning to keep this public thread updated! Thanks to Jrq1238 for PMing with me 📨. We were able to establish that they are still awaiting installation which will be the root cause of this My Virgin Media account access. 

Please do be aware if you are a  new customer awaiting installation you may not be able to access my Virgin Media yet. In this case, the issue  should automatically resolve itself once your services have been fully installed and activated. (Please be aware it can take 24 hours for our systems to catch up.)

There are a couple of other reasons these kinds of issues happen that are worth mentioning;

1) The password you are trying to use does not meet the password requirements. Please ensure the password you are using meets the all of the following requirements:
•  Must start with a letter.

•  Be between 8-10 characters.
•  Contain at least one uppercase and one lowercase letter.

•  Contain at least one number.

•  No special characters.

•  No default words like 'virgin' or 'password'

2) If you are registering with an email address that has been associated with a former service account. If this is the case, we need to get the email address moved over to the correct current account. We do this by sending a PM to confirm a few account details and updating our records. In some instances an IT ticket also needs to be raised. 

3) An unknown or temporary error with our website. 

If you get an error code or message at any point whilst trying to register for My Virgin Media 👉 Register My Virgin Media Account | Virgin Media please let us know as this can indicate which issue you are having. 

Thank you! Please let us know if you do have any issues when you are fully installed any activated, we can then offer further support. All the best. 🌞