Virgin media app has old account number

[DGC2]

Hi,

I am having the same problem as described above. My original order was cancelled and was then re-ordered. On my account is only the reference for the cancelled order. I need my account linked to the new order so that I can start using the Virgin Connect app to see signal strength in each room.

Thanks,

David

[Carley_S]

Hi @DGC2 

Welcome to the community forums 

Sorry to hear you're also having the same issue. 

Did you register for an online account with your account that was never completed? If not, then you should still be able to register for the online account with your new account number and the email used to make the order. 

Let me know what is advised when you try to register here please. 

[DGC2]

Yes. Once the package was re ordered (following cancellation by the engineer) we were given a new account No 1 digit different

[DGC2]

When following your link went to the initial account

[Carley_S]

Yes, that would be right for the account number. 

Can you try clearing your cache and cookies from the device if it's signing you in automatically when clicking that link. 

With your cookies cleared your device will forget the details used to sign in and allow other details to be entered.