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unable to register my virgin media account

Joining in

hi - when i try and register my virgin media account, it tells me that i've already registered it with my email address. so then i log in and it takes me to my dad's account of which i'm supposedly a secondary holder and i cannot access my virgin media at all. i've had intermittent internet service which i cant check because i cant get into my account and i cant select paperless billing or edit anything in my account. there has been multiple IT tickets raised but i've not heard anything over the last 2 months.

Hoping you can help.


Forum Team
Forum Team

Hi there @trelfaa, welcome to our forum and thanks for your post.

I'm sorry to see that you have been having issues with registering for your My VM account. I can see that you have spoken to the team regarding this. What was advised when you did speak with them last?

If you need any further support, we will be happy to help.



The do's and don'ts. Keep the community welcoming for all. Follow the house rules

The last time I spoke we tried changing the email address it was registered with and that didn’t work, so they raised an IT ticket. I think this is the 3rd one and I’ve not heard back from the IT team. They advised that they couldn’t do anything there and then.



Thanks for confirming, when the team raise an IT ticket it can take up to 5-7 working days for this to be completed. Once this time has passed, please let us know and we can check the status of this for you.



The do's and don'ts. Keep the community welcoming for all. Follow the house rules

Hi Nathan,

there was one raised in the middle of august as well as yesterday and 6th Sept.



Did you receive any updates regarding the august ticket? Or the one raised on the 6th?


Hi. No to both. I think they might have tried to call in august but never managed to speak to me.

Were you provided with the references or the raised tickets?


Morning, yes only for the first one P011392187.

Hi @trelfaa thanks a lot for your reply.

In order for me to look into this further for you, I'm going to send you a PM to obtain some details from you.
Please expect this PM to arrive shortly and respond directly when you can!

Many thanks