engineer booked for today moving home but cant access my virgin account anymore

[Deeplay]

Hi booked home move for Virgin broadband last month. Engineer due today between 8am and 1pm - I checked my current virgin media account which is linked to my old address and to check my order and it says no orders pending. Is this because my former account will be totally closed and a new one opened when the install has taken place ? I only ask as last time I moved it turned into something of a nightmare with the engineer not turning up on the scheduled day thanks

[Matthew_ML]

Hey Deeplay, thank you for reaching out and I am sorry to hear this.

Once you move house yes you would need to set an new account up, if you would like to use the same email address we would need to transfer this over. Just let us know. 

How did the visit go?

[Deeplay]

hi the move went without issue all set up. thanks

I did check my account with my current email and same password and it seems to show my new bill but the icon where the broadband status is - shows as orange "offline" but im online without issue. Is this still my old account or do I need a whole new one ? I would like to transfer my email across yes can you assist with this ? thank you

[Deeplay]

hi i cant work out if im in my new virgin account or not - as the broadband status in the online account shows with a orange exclamation mark - even though broadband is working - can you please help with this Matt ?

[Steven_L]

Thanks for coming back to us Deeplay. You can check to see which account you're in. Please login to your online account and go to the account settings page, that will show your account number.  I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L