I recently moved house and got installed on 23/3. Since then I cannot log in to my Virgin Media account. I received a final bill on the old account but could not view it and was told that the old account was disabled and that I should set up a new one. I tried to do so and got the message that my account information was wrong. I was using the new account number given to me by the engineer and stated in my new bill. I have now spoken to three different people in tech support all of whom have been very nice and assured me that the problem is fixed, but it is not and I still cannot access my account. I’ve been sent a large bill which I cannot view and am going round in circles. I’ve spent several hours on hold in total and can’t get a resolution. On top of this since install I have no Catch Up or On Demand service and then engineer who promised to come back after his 5 days leave has not done so and now says he is off until 21st.
Can anyone help? I really, really don’t fancy paying £154 until this is sorted.
I have indeed been using the same email address for both accounts. It’s amazing that I’ve spoken with three different people and no one has informed me of this. They told me they could migrate the email to my new account and that it would be active within 24 hours. It makes me wonder what they were doing during our 40 min phonecall!
So is it as simple as setting up the account with a new email address?
Re catch up and on demand - I’m not sure I understand - do you mean can I access Virgin on demand through another device?
I can access Prime and Netflix using my iPhone and chromecast, but I cannot access on demand movies for example.
Thanks. I have tried creating the new account but when I enter my surname, area and account number it tells me the details are incorrect. They are not though.
I have rebooted my box, several times, I have reconnected to network, I have unplugged everything and reconnected, and nothing. I have just rebooted it again now and I get the error code V273 - for both Catch Up and On Demand. It says please try again in a few minutes. It’s been like this since install (23/3)
Thanks Keily, I have raised at IT ticket regarding your access to My Virgin Media. Please allow 5 working days for this to be processed.
I have checked your account and seen that your TV V6 box is having issues which could be causing the problems with your On Demand Service, so I have booked a technician visit for you to get this resolved.
The date of the technician visit is scheduled and you may find the details via your online account where you may re-schedule it if necessary. Hope that's okay.