Virgin media app thinks I am not a customer

[zermattski]

Despite paying a significant sum per month, the app thinks I am not a customer. I am a returning customer, and my email has and will not obviously change. How can this be rectified?

[Carley_S]

Hi @zermattski

Welcome back to the community. 

Sorry to hear you're having issues with the app at this time. Can you confirm are you trying to log into your old account or are you trying to register for a new account with an email that you have used for a previous service? 

[zermattski]

The latter. I did assume that your systems would be updated to show I was a customer again.

please advise what to do as I also cannot sign on for sky sports coverage on my mobile devices either

[Carley_S]

Thank you for confirming. 
No, the email is register to one account and the account is not reactivated when a service is taken out after disconnecting unfortunately. 

You can use another email to register if you are able to. If not, can you confirm how long ago did you disconnect your previous service where the email you'd like to use was registered? 

[zermattski]

I closed my account then reopened again in July 22. Needless to say I only need my virgin media when things go wrong. Can this please be reset?

[Steven_L]

Thanks for coming back to us zermattski, your email would need to be removed from your old account and then you can reregister, to do this we would need to log it with our support team, I can do that from here but would need to take a few details via private message, please look out for my message and we can get started.

Kind Regards,

Steven_L

[Steven_L · Accepted solution]

Thanks for confirming your details via private message zermattski, I have now raised this with our support team and I will be back in touch as soon as they come back to me with an update.

Kind Regards,

Steven_L

[zermattski]

Are the support team being supportive? It appears not

[Kain_W]

Apologies for the delays zermattski,

I can see that his has been raised with our team, once the team has responded to the ticket that's raised then we'll advise further.

Regards,