My Virgin Media app showing account closed

[Jo_H16]

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. 

[Ilyas_Y]

Hi @Helenfamily09 thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the My Virgin Media and the email for it's use.
May I ask if your services have been set up? If not, then you would not be able to make a My Virgin Media until the services have been installed.
Or has the email been previously used for a different My Virgin Media account?
Let us know.

Kind regards,
Ilyas.

[Helenfamily09]

Thank you for the reply, we had Virgin installed at a previous address however just moved home.

we started a new deal at the new address so I think the email address may still be linked to the old account 

[Lee_R]

Hi Helenfamily09, thanks for getting back to us.  

It does indeed sound as though the username is attached to the former address/account.  I would love to help you resolve this.  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[Helenfamily09]

Is there someone who can call us to remove my husbands email from his old Virgin account so he can sign back up. We’ve waited a week for a call back and are desperate to order some boosters but can’t until we can log in. 

[iphone12]

My Virgin app still says the incorrect billing amount and says it’s overdue which it is not, so I have to keep paying my bill manually incase it over charges me by direct debit,I have tried reinstalling the app.

[bonmagbago]

Hello. Whenever I open Virgin Media Connect, it says my account has been closed. I have tried registering a different account but it always say my email is still in use . I have a new account number now but whenever I log in to my virgin media, it still shows the old account number. Please thank you.

[Ashleigh_C]

Hi there @bonmagbago

Thank you so much for your first post to our community forums and welcome to the team, it's great to have you here. 

I am so sorry to hear you are facing this issue with your My Virgin Media account and connect app. 

I would be happy to see if we can arrange a transfer of log in details via a PM. I will pop one across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you