Forum Discussion

Nymerus's avatar
Nymerus
Joining in
4 years ago
Solved

MyVirginMedia showing old account after house move. Cannot register for new account.

Hello, I moved house a few months ago which involved moving my Virgin Media broadband service from one area to another. On activation day at the new address activation failed and it took 3 calls to ...
  • John_GS's avatar
    John_GS
    4 years ago

    Hi Nymerus

    Thanks for posting and welcome to the community.

    If you've moved house and you wanted to use the same online account details as the old property, the process is a Move and Transfer. This takes 24 hours to go through. 

    I'll send you a PM now to arrange this.

    Best,

John_GS's avatar
John_GS
Icon for Forum Team rankForum Team
4 years ago

Hi Nymerus

Thanks for posting and welcome to the community.

If you've moved house and you wanted to use the same online account details as the old property, the process is a Move and Transfer. This takes 24 hours to go through. 

I'll send you a PM now to arrange this.

Best,

  • Durel-16's avatar
    Durel-16
    Joining in
    3 years ago

    Hi John_GS 

    I’m having the same issue, only seeing the old account and not being able to change my details even when I try with a new email. 
    Any help would be appreciated.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team (Retired)
      3 years ago

      Hi Durel-16, thanks for reaching out to us and a warm welcome to the Virgin Media Community Forums. 👋🏼

      I'm sorry to hear about the issues with My Virgin Media you are having. 😞
      I will be able to assist you on this.

      I'll send a private message.

      Kind regards,
      Ilyas.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team (Retired)
      3 years ago

      Hi Durel-16, thanks for speaking with us today on the Virgin Media forums. 👋🏼

      I'm glad we have been able to assist and get this issue with MyVM sorted.
      As advised - please allow 24 hours for the changes to go through.
      Other than that - if you ever have any queries, feel free to reach out to us and we will assist.

      Kind regards,
      Ilyas.

  • Dezkendall88's avatar
    Dezkendall88
    Joining in
    2 years ago

    I'm having this issue also, when calling customer services they do not recognise me as I can only access the old account through my account. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 years ago

      Hey Dezkendall88, thank you for reaching out and I am sorry to hear this, also a warm welcome to the community. 

      If you are experiencing this you would need to make a new account with your new details.

      If you wanted to use the same email we would need to raise an IT ticket for you which can take up to 5 working days, if you wanted to use a different email you can set this up right away.

      Do let us know what you would like to do.

  • joargent's avatar
    joargent
    Joining in
    3 months ago

    I am having the same problem and have tried for months to get access to my new account via the Virgin media app.  Why isn’t the Move and Transfer offered when I contacted Customer Services regarding this issue? 

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      3 months ago

      Hi joargent 

      Welcome to the Community Forums. 

      Sorry to hear you're having issues with accessing your online account. 

      Did you complete a home move with the mover's team and transferred your services to a new address, or did you close your account and join us again at a new address? 

      If you didn't move and transfer your services with the mover's team, this wouldn't move your My Virgin Media details.