Wrong account number

[Jbyrne94]

Good morning, 

last Thursday I had virgin media installed and everything is great so far but I’m just having a few issues.

when I first signed up I got my account number so signed up to my virgin on the app, 

since registering and having virgin installed my account number has changed so I am unable to use the app with the new account number. 

i can’t see to find any information on how to change my account number online? 

[Travis_M]

Hi @Jbyrne94

Thanks for posting on our community forum and a big warm welcome with this being your first post on our community forum. It's great to have you!

Sorry to hear about the issue with your account number, the account number would be the same as the one you've received on your contract and this wouldn't change as such, are you referring to an old account you had and you've now received a brand new account number which you cannot register with?

Regards

[Jbyrne94]

so when I originally signed up I was given a contract with an account number but I was still in a contract with sky so had to wait to be able to get out of that. 

so my account number to begin with ended in 801 which I used to register 

but now my account number is showing it ends in 803

I’m not really sure what has happened and which account number is correct unless they have used the wrong email address but when I am logging in with my email and account number ending in 801 it’s saying I don’t have an services which I do

[Travis_M]

Hi @Jbyrne94

Thank you for your reply and good afternoon to you.

I'm going to drop you a private message now so I can get this quickly resolved for you, please keep an eye on your inbox for a message from myself regarding this.

Regards