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My Virgin Media app showing account closed

Joining in

I've just returned to Virgin. I've managed to self install my equipment but cannot use any of the apps (My Virgin Media, TV Go etc) as they display a message saying my account is inactive or closed - the email I used when rejoining Virgin is the same one I previously used which I believe is causing the issue. 

Please can somebody remove my old amount, or merge the two, or advise on how I can fix this issue. Thanks. 


Forum Team
Forum Team

Hi @Jo_H16


Thank you for your post and welcome to our community. 


Are you able to try and register using an email address that you have never used before?


If you would like to use the same one, please let me know and I can send you a private message to get some details.


I can then get this raised with our IT department to delete the former account.


Please pop back to me when you can. 

Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Hi Vicky, thanks for your reply.  I tried registering with a different email but the website wouldn't accept it - refused to move on to next screen.  


If you could PM me regarding keeping my email that would be great,  thanks.  

Hi @Jo_H16


Yes sure.


Please look out for the purple envelope in the top right of the page and pop me a reply when you can. 

Vikki - Forum Team

New around here? To find out more about the Community check out our Getting Started guide


I am having the same issue as above.  Where I was a Virgin Media account holder previously using my email address to log into the app but after taking out a new account last week I am unable to log into the app or the website. I get the message "we didnt recognise the username or password. I then get asked to reset the password but I get the message "please ensure you provide the email address you use to sign in to my virgin media" it just goes round like this. 

After this I try and create a virgin media account but then I use my email addy and the postcode I get "we're sorry to see you go" and the account is closed.

Can someone reactivate it?

This seems to be a common problem for returning customers


Hi Fretler, welcome to the community! Thank you for bringing this to our attention - sorry to hear you have had some difficulties getting your new My Virgin Media login set up. 

There are a couple of reasons this usually happens:

1) You have never been a Virgin Media customer before. You are still awaiting the activation and installation of your services. This automatically resolve issues if the email address or account has never been used before, once the account becomes fully active on our systems the MY VM services will activate. 

2) If you have previously used the email address you are registering with a Virgin Media services account the email will still be registered and associated to the former account. We would need to remove this email address from the former account, and request it is transferred to the current account.

It sounds as though you are in situation 2 - due to the error message you receive when trying to log in. 

We will need to send you a PM to confirm a few details so we can arrange the transfer of the My VM account. I will send you a PM now to confirm the details we need to arrange this for you. You will find the PM in the top right corner of the page in your Inbox. 

We can then return to the public thread with an update when possible. 

All the best! 


Hi there, I'm having the exact same issue as everyone above - I'm unable to connect my new VM account to an email address I've previously used with VM. Any help you can give would be greatly appreciated!

Hi lillystump, 

Thanks for your post and welcome to the forums. It's really great having you on board with us in the Community. 

I'm sorry to hear you're having the same issue as other members. 

In order to help, we will need to run through some checks with you as well as get some information. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.


Forum Team

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

Hi Drummys66,

Thank you for reaching out to us in our community and welcome, sorry to hear you cannot get into TV Go since coming back to us, if your account closed and a new one set up you will have a new account number and will have to set up a new online account with this.



Joining in

Hi. My husband is struggling to use his email address too. Please help.