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Re: Change account number

Joining in



I also have this same problem,

I've recently changed account numbers and it won't let me login to the new account it just keeps going to the old one, and also the price of my package has gone up even though I didn't chsnge it. 




Forum Team
Forum Team

Hello Kholmes2903


We're sorry to hear of the issues accessing your new account online and for the cost issues for your package, we appreciate you taking the time raise this via the forums and welcome to the community.


Can you confirm if this was due to a house move and if so, when the move took place? There can be a delay in the transfer and access to the new account but this should only be a couple of days. 


You can view your package and cost here, you will also receive a bill each month. The bill will include any promotional discounts currently on the account, they're value and the date they're due to expire outlining the package cost after they end. These can be viewed here.


Depending on the circumstances of the move, sometimes the discounts you had previously aren't transferrable but alternate arrangements should be made in these instances.



Joining in

Hi !

I also have kind of the same problem. I had to cancel my first contract as at the time the installing team was not able to do the installation. I thought that if the contract is cancelled, then the account was cancelled also. A couple of months later I decided to try again. New account number, and my service just got active. However when I sign in in on the My Virgin Media app, it shows the last account, and I can not register the new account because it is basically linked to the same e-mail address. I got in contact today with the support team, which basically told me to try and register again after 2 hours from a browser which had the history deleted. Done that, still will show the previous account and does not let me register the new one. 

Please advise on to what to do next. 

Many thanks.

Hey Ahusar,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account registration.
I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,