Recently rejoined but Virgin apps not working!

[Rqx92r]

I have recently rejoined Virgin Media but can’t gain access to my Virgin media app and Virgin go because my email says disconnected! I’ve tried phoning numerous times to sort this but get passed from pillow to post with foreign call centres am getting no where. 

[Steven_L · Accepted solution]

Hey Rqx92r,

 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, have you been with us previously and wanting to use the same email address as you did last time or are you trying to register a brand new account?

Kind Regards,

Steven_L

[Rqx92r]

Hi yes I am trying to register with same email account but it just sends me back to the previous disconnected account. How do I fix this as I need the Virgin go app and media app? 

[Rqx92r]

The Virgin Tv go app just states: My Virgin media account no longer valid.

My Virgin media states disconnected 

[Robert_P]

When did you return to us Rqx92r? It can take a few days for all of the details to update following installation and allow registration for the app's. Are you still able to use the email account from when you were previously with us?

If you had been disconnected for more than 90 days it may be that email has been closed and is causing the registration issues.

Rob

[Rqx92r]

Hi, I returned this week having left 6 weeks ago, do I need to use another email such as the wife’s? Need this sorting as I use the Virgin tv go app regular 

[Sabrina_B]

Hi @Rqx92r 👋.

 If the account is in your name as well as the previous account, we can merge the old and new account together so that the login details are the same, but this can take time to be done as it is a back office action and can take up to 7 days.

I will send you a private message should you wish to action this. 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