New package old account

[Jimmer1]

Hi 

I have a ‘new’ virgin media account but I’m using the same email as my old virgin media account and therefore can’t login into the connect app as it says the account is deactivated

[David_Bn]

Thanks for reaching out to us @Jimmer1, and a very warm welcome to our Community Forums!

Sorry to hear of the issues with the Connect App on your new connection.

Can you please confirm if you've been able to register for a My Virgin Media account successfully on the new connection?

If so, can you please clear the cache on the Connect App and then attempt to log into the application with your My Virgin Media login details and then see if you can sync the application to the router and the connection provided.

Thanks,

David_Bn