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Virgin Media O2 UK Start Introducing Single Customer ID

Saturday, Nov 18th, 2023 (12:01 am) - Score 11,440

Customers who have accounts with both broadband ISP Virgin Media and mobile operator O2 have, since 14th November, begun to receive emails that invite them to create a single online ID to access both accounts for the first time. The move comes a little over two years after the companies completed their merger deal.

Customers who adopt this change should find account access and management much simpler, although for the time being you’ll still need to login to your ‘My VM‘ account to manage your broadband, TV, and home phone service, or the ‘MyO2‘ account if you intend to manage your mobile service.

The old login credentials will also continue to work, if you so choose, but this is only “temporary” (in the future they’ll be disabled) and over time the goal is to bring everything together and only have one set of login details. The move will also mean that, in future, customers will be able to use new security features such as biometric and single sign-on authentication.

One catch here is that while the new single ID can be used to login to both online accounts, it can’t currently be used when signing into the relevant applications. Further details here, here and here.

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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11 Responses
  1. Avatar photo Big Dave says:

    Presumably BT and EE will do the same for their broadband and mobile customers.

    1. Mark-Jackson Mark Jackson says:

      They recently launched EE ID and their plan is to shift everything consumer from BT to EE, so they’re handling it a bit differently.

  2. Avatar photo Don says:

    Is anyone else having problems with virgin/ O2 mobile service since thier migración?I’m still paying Virgin and getting no service from O2 for 2 mobile accounts, customer service is useless

    1. Avatar photo Cardiffian says:

      Have you tried to replace the SIM cards buy requesting new ones in your o2 account? This seemed to have helped for some.

    2. Avatar photo Ad47uk says:

      Customer service being useless seems to be the norm for companies these days

    3. Avatar photo insertfloppydiskhere says:

      A lot of stuff I’ve seen on the O2 forums have suggested that it might be worth swapping your SIM out.

      My SIM was originally programmed to be on Virgin using EE signal, but it’s worked fine on O2. Lately VoWiFi and VoLTE have been broken though.

      Virgin’s SIMs have a lot of quirks btw (never had any issues personally, but my mum has a Virgin SIM which was programmed with O2 service, and it used to occasionally not show any network type whilst having signal before migrating to O2).

    4. Avatar photo T.wBrunsdon says:

      I’m still paying and have had no email since last Friday despite multiple calls to there so called help line can’t even get through to disconnection.

  3. Avatar photo Acdeag says:

    I still wonder if Virgin Media will abandon the Virgin brand and use O2 for everything. They wouldn’t need to pay a licence fee for the name to the Virgin Group then.

    1. Avatar photo Bob says:

      It would make sense to have only one brand,. The O2 brand is owned by Telefonica

  4. Avatar photo Anthony says:

    Are they going to improve the password complexity rules?
    8 characters, only letters and numbers on Virgin Media .com, no 2FA seems a bit rubbish for 2023.
    I think O2 is a bit better.

    1. Avatar photo Acdeag says:

      VirginMedia supports passkeys now

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