Home move done, but account showing as closed

[James01]

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?

[Kath_P]

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]

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,