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James01's avatar
James01
Tuning in
2 years ago

Home move done, but account showing as closed

I recently completed a home move, but my account is showing as closed and it's still shows my old address. A new bill came with a large bill and a different account number, but when I click *view bill* it redirects me to my account and I still can't view the bill. Anyone can help please?

home move

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago
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    Hi James01, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    Apologies to hear that since moving home, you've not been able to access your My VIrgin Media. When you move, you get a new account so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

    To do this, I will need to clarify a few details with you so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago
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    Hi James01, 

    Thanks for sticking with us via private message on this one. 

    I'm really happy to hear the steps I took have resolved things for you now. 

    If you have any further issues or queries, pop back to us here in the Community for further help 🙂

    Thanks, 

  • kuentino's avatar
    kuentino
    Settling in
    31 days ago
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    Hi, 

    I am running into similar issues. I have tried all the chats where i've been put through all the teams possible. I have been promised a lot of things (including call backs, updates, etc.) and everything the same, no follow through. 

    Could you please help? 

    I have moved and have currently no internet in the flat. I have an account saying it has now closed, but I am still paying. 

    Thank you 

    Quentin

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      28 days ago
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      Hi kuentino thanks for posting and welcome to our community.

      Sorry to hear you're having issues with your online account and accessing bills. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R

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I recently completed a home move, but my account is showing as closed and it's still shows my old address. A new bill came with a large bill and a different account number, but when I click *view bill* it redirects me to my account and I still can't view the bill. Anyone can help please?

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I recently completed a home move, but my account is showing as closed and it's still shows my old address. A new bill came with a large bill and a different account number, but when I click *view bill* it redirects me to my account and I still can't view the bill. Anyone can help please?

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Home move done, but account showing as closed","moderationData":{"__ref":"ModerationData:moderation_data:5466080"},"body":"

Hi James01, 

\n

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

\n

Apologies to hear that since moving home, you've not been able to access your My VIrgin Media. When you move, you get a new account so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

\n

To do this, I will need to clarify a few details with you so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

\n

Thanks,

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-01-08T08:28:37.688Z","lastPublishTime":"2024-01-08T08:28:37.688Z","metrics":{"__typename":"MessageMetrics","views":536},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Setup/message:5464617/message:5466080","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":false,"editFrozen":false,"body@stringLength":"1014","rawBody":"

Hi James01, 

\n

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

\n

Apologies to hear that since moving home, you've not been able to access your My VIrgin Media. When you move, you get a new account so therefore My VM needs to be re done. As the email address is already connected to your old address however, we would need to complete a move and transfer. 

\n

To do this, I will need to clarify a few details with you so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

\n

Thanks,

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:5466080_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:5472654":{"__typename":"ModerationData","id":"moderation_data:5472654","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:5472654":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:325594"},"id":"message:5472654","revisionNum":1,"uid":5472654,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Setup"},"parent":{"__ref":"ForumTopicMessage:message:5464617"},"conversation":{"__ref":"Conversation:conversation:5464617"},"subject":"Re: Home move done, but account showing as closed","moderationData":{"__ref":"ModerationData:moderation_data:5472654"},"body":"

Hi James01, 

\n

Thanks for sticking with us via private message on this one. 

\n

I'm really happy to hear the steps I took have resolved things for you now. 

\n

If you have any further issues or queries, pop back to us here in the Community for further help 🙂

\n

Thanks, 

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"218","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-01-23T10:23:03.738Z","lastPublishTime":"2024-01-23T10:23:03.738Z","metrics":{"__typename":"MessageMetrics","views":490},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Setup/message:5464617/message:5472654","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":false,"editFrozen":false,"body@stringLength":"386","rawBody":"

Hi James01, 

\n

Thanks for sticking with us via private message on this one. 

\n

I'm really happy to hear the steps I took have resolved things for you now. 

\n

If you have any further issues or queries, pop back to us here in the Community for further help 🙂

\n

Thanks, 

","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:5472654_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"Rank:rank:196":{"__typename":"Rank","id":"rank:196","position":39,"name":"Settling in","color":"333333","icon":null,"rankStyle":"TEXT"},"User:user:948906":{"__typename":"User","id":"user:948906","uid":948906,"login":"kuentino","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2025-03-03T18:09:30.473Z"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":null},"rank":{"__ref":"Rank:rank:196"},"entityType":"USER","eventPath":"community:virgin/user:948906"},"ModerationData:moderation_data:5624041":{"__typename":"ModerationData","id":"moderation_data:5624041","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":"member"},"User:user:707972":{"__typename":"User","id":"user:707972","uid":707972,"login":"Lee_R","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2019-09-04T10:57:08.398+01:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.virginmedia.com/t5/s/virgin/images/dS03MDc5NzItMTMzNDI2aTA4MzJDRkE3MjlFQTk1QzM"},"rank":{"__ref":"Rank:rank:74"},"entityType":"USER","eventPath":"community:virgin/user:707972"},"ForumReplyMessage:message:5624041":{"__typename":"ForumReplyMessage","uid":5624041,"id":"message:5624041","revisionNum":1,"author":{"__ref":"User:user:948906"},"readOnly":false,"repliesCount":1,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Setup"},"parent":{"__ref":"ForumTopicMessage:message:5464617"},"conversation":{"__ref":"Conversation:conversation:5464617"},"subject":"Re: Home move done, but account showing as closed","moderationData":{"__ref":"ModerationData:moderation_data:5624041"},"body":"

Hi, 

I am running into similar issues. I have tried all the chats where i've been put through all the teams possible. I have been promised a lot of things (including call backs, updates, etc.) and everything the same, no follow through. 

Could you please help? 

I have moved and have currently no internet in the flat. I have an account saying it has now closed, but I am still paying. 

Thank you 

Quentin

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2025-03-03T18:12:06.234Z","lastPublishTime":"2025-03-03T18:12:06.234Z","metrics":{"__typename":"MessageMetrics","views":26},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Setup/message:5464617/message:5624041","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDU2MjUwMzEsNTYyNTAzMQ","node":{"__ref":"ForumReplyMessage:message:5625031"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"467","rawBody":"

Hi, 

I am running into similar issues. I have tried all the chats where i've been put through all the teams possible. I have been promised a lot of things (including call backs, updates, etc.) and everything the same, no follow through. 

Could you please help? 

I have moved and have currently no internet in the flat. I have an account saying it has now closed, but I am still paying. 

Thank you 

Quentin

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Hi kuentino thanks for posting and welcome to our community.

\n

Sorry to hear you're having issues with your online account and accessing bills. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

\n

Regards

\n

Lee_R

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2025-03-07T13:58:30.550Z","lastPublishTime":"2025-03-07T13:58:30.550Z","metrics":{"__typename":"MessageMetrics","views":12},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Setup/message:5464617/message:5625031","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":false,"editFrozen":false,"body@stringLength":"627","rawBody":"

Hi thanks for posting and welcome to our community.

\n

Sorry to hear you're having issues with your online account and accessing bills. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

\n

Regards

\n

Lee_R

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