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

[Nymerus]

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 support, over 2 days, to resolve. I was not told what the cause of the problem was. Services are now working fine and I am getting billed for the new account.

However, when I log into MyVirginMedia (app or website) only the old, closed, account is shown. Navigating to the 'Manage account' page results in the "Sorry, we have a problem" page being displayed with no details of what is wrong.

I've not had to register for a new account when moving before but just in case this would resolve the issue I did try. I tried using the same email as my old account (and the one I am reciving bills to) and a different email. Both failed to register with the "Sorry, we have a problem" page being displayed.

Could someone please have a look at my account, there is clearly something wrong with it. It could be related to the activation failure as well.

Thanks.

[Ilyas_Y]

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]

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]

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]

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.