Virgin Media Community

[handyandy99]

I've recently moved and taken my virgin broadband with me  .

When I try to use my virgin media connect ap it says account is inactive or closed .

Tried changing passwords etc but no joy .

Someone please help !! 

[Graham_A]

When you moved did you do a 'move & transfer' of the account from your old address to you new address or was a new VM account created.

If the later you will need to use the new My Virgin Media primary username to log into the connect app.

This forum is only for queries relating to the My Virgin Media app - can you log into that successfully?

[handyandy99]

I used the I'm moving home thing. 

So I kept my virgin details. 

[Graham_A]

Try deleting the app data and the sign in again with your primary username and password.

[handyandy99]

No that didn't work ,I've even uninstalled ap and reinstalled .

[Chris_W1]

Hi handyandy99, thanks for the message and welcome to the forums. 

I am sorry to hear that you are having issues with the connect app. 

Can you log into the online account and confirm if it is bringing up the old account? 

You will be able to register with a new email or we can speak with IT team to get the email migrated over for you if that is the case?

Kind regards, Chris.