Virgin Media Community

[Nelson1991]

Hi, I recently moved house and got a new account number, my virgin media app is still connected to my old account number, and I can’t update it to the new one.

[Akua_A]

Hi @Nelson1991.

Welcome to our community forums and thank you for your first post.

Sorry to hear you are unable to update your my VM app with your new account number. We can understand your concern and want to do our best to help. Just to clarify, do you get an error code or message  when trying to update the app? If so, are you able to provide a screen shot (while omitting personal details)? Also are you able to log into your account via web under your new account?

Thanks, 

[Nelson1991 · Accepted solution]

 Basically when I log into the account, it uses my email address that is already registered, (I haven’t change email) but it still shows my old account number, I can’t change it to the the new account number so the app thinks I’m not a customer no more 

[Akua_A]

Thank you for letting me know @Nelson1991.

Have you tried registering your new account number under an alternative email address to see if you can get access to the account? Also do you also experience this when logging in via web?

Thanks, 

[Nelson1991]

I only have one email, don’t really want to make a new one just for this app. Also when I signed back up to Virgin I used my original email, all my confirmation and e-billing is sent to that email address aswell 

[Nelson1991]

Yeah it’s the same for web aswell as the app 

[Akua_A]

Thank you for your response @Nelson1991

It appears your old account is registered to your email. Only one account can be registered to an email hence you not being able to update it to the new one.

Just to confirm, since joining us, have you tried registering the new account number as seen here https://my.virginmedia.com/create-profile/register ? If so, what was happens?

Thanks,

[Nelson1991]

 I changed my username to random letters about 10 times just sends me this all the time 

[Nelson1991]

Can’t you just change my old account number to my new number I got emails from virgin with my new account number.

[Akua_A]

Thank you for letting me know @Nelson1991

In this case, I have sent you a private message regarding this. Please look out for the purple envelope on the top righthand corner and provide a response when you can.

Thanks,