Unable to log into app

[Nellynoodles]

We have recently had a nightmare with what should have been a simple home move and install to the new address. Instead our old account somehow ended up getting cancelled ( not by us!)

we have finally had our service reinstalled after a 2 week wait.

the problem we now have is that I can’t access my Virgin media app as it still seems to be tethered to our old now redundant account.

I’ve tried signing out,uninstalling the app, re logging in…. All to no avail.

I just to be able to utilise the app like i used to before?!

can someone please help 

[Kath_F]

Hi Nellynoodles, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

We're sorry to hear you had issues when moving home. As the accounts are connected to the address, the correct process is to close the account at the old address and open a new account at the new address. 

We will need to move your old log in My VM details over to the new account in order for you to use the same account. To do this, I will need to clarify a few details with you. I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

Thanks,

[Kath_F]

Hi Nellynoodles, 

Thanks for coming back to me via private message. 

I'm sorry we were unable to help you on this occasion. I have arranged for the reminder to be sent to the account address today and you should get it within 3-5 days. 

If you have any further issues, pop back and let us know. 

Thanks, 

[Nellynoodles]

Hi 

thanks for this 

in the mean time there has been more monumental **bleep** ups with my account…. How can I best actually speak to someone who can help me with this?

I thought I had sorted it when I spoke with someone on 25/10 who assured me it all had all been rectified. 
yesterday I’ve not only been billed incorrectly, the credit that been applied has now disappeared as well. 
what is my most direct line to get a serious complaint sorted?

[Jodi_S]

As soon as you get you password reminder Nellynoodles, we will be more than happy to take a look at what has happened with regards to your billing and get a complaint raised on your behalf.

Unfortunately, until we can pass security due to our strict data protection laws, we will be unable to assist you any further at this time. 

As soon as you have the reminder, please come back to us through this channel.

Kind regards Jodi. 

[Nellynoodles]

Despite highlighting my problem over two weeks ago it still isn’t resolved. I’ve had two seperate people via this service that have said I will have the relevant information sent to me to have my app re set…. I still have recieved it.

please can you assure me that this has even been sent out? It was supposed to take 3-5 days and it’s been over 2 weeks.

so fed up with this 

[Adri_G]

Hey Nellynoodles, thanks for posting your update on this forum thread.

Sorry to see you have not received your password reminder letter yet, we do send those with Royal Mail and advise on a timeframe of 3-5 business days for the delivery.
We can confirm a letter has been sent out to you previously, however this may take a bit longer as we're currently aware of disruptions due to strikes on RM network.

We apologise for this delay and inconvenience, please let us know if you want us to post out a new letter in case this is not received by the end of next week as these are not trackable, unfortunately.

We're here to help you.

[Nellynoodles]

Despite it now being nearly three weeks I still haven’t received the password details so I can re set my app, I’m losing the will to live with this, I’ve had three separate assurances that it has been sent out and still nothing 

[Ashleigh_C]

Hi there @Nellynoodles

Thank you so much for popping back to us and I am so sorry to hear that you are facing these issues with your account. 

I understand that you have already been in a conversation with one of our staff, but I would like to take another look with you so we can try to get this resolved. 

I'll pop a PM over now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you.