New VM account but login still has old account details

[SteveYo_1]

I recently moved house with a break in between so have a new account with VM.  When I try to login to the website or the myvirginmedia app I get my old, now inactive, account.  From reading responses here I understand I need to have someone perform a Move and Transfer for me.  Can you help please?

[Natalie_L]

Hi SteveYo_1, 

Welcome to the Community and thank you for posting. 

I am sorry to hear you are experiencing an issue setting up your online account for your new address, we will be able to help. 

We will just need to take a few details via private message so I will pop this over to the red bar at the top of the page now.

Speak soon,