Please help.

[MadM3]

Hi All.

Recently moved house. Have new account number etc, but still unable to log into My Virgin Media & VM connect. 

Reading previous threads it seems that it needs to be done by the Forum Team, so any help would be great as I'm struggling with signal across property and need VM Connect for sort Pods. 

TIA

[Sabrina_B]

Hi @MadM3 👋.

Thanks for reaching out to us. Apologies for the issues that you are having with your account. If you have returned to us as a customer or moved home and using the same email address to register for an account using a different account number, you will not be able to I am afraid. If you do not have the use of a secondary email address then we would need to assist you in merging the accounts together and will can assist with other queries such as pods while we wait for that to be done. 

We would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Sabrina_B]

Hi @MadM3 
 

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for (FILL IN BLANK)  issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:

•    The technician diagnoses the faults as not being caused by our network/equipment 

•    The technician discovers that the fault or problem relates to your equipment

•    The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Sabrina