Hello there,
I recently moved house, and everything went well for the most part. The account at the old address has been closed, and the connection at the new address works just fine. The problem is that I cannot access the new account on any VM online portal (web, app, etc) in order to manage the settings, pay bills, etc.
It turns out that when I moved, whoever managed the transition at Virgin used the same email address for the new account as the old account. This means when I log in using that email, I can only see details for the old/closed account.
I have been trying to resolve this issue with customer service for some time now without any success. I have a complaint open (C-1502231123), but still no luck. It has been a very frustrating journey that brought me here today.
This forum is my last attempt before giving up, although it looks like many of your customers have found resolution to similar problems, so I am hopeful!
Please contact me for more details. Thank-you in advance for your time and attention.
