Forum Discussion

Penny49's avatar
Penny49
Tuning in
2 years ago

Main and secondary account swapped when virgin took over.

I was main account with ntl and daughter secondary. When virgin took over my email address was changed from ntl to virgin daughter remained ntl. She is now main account holder and I am secondary. I can't see my bills without her signing in to view details. How can I revert to main account holder. It's very inconvenient.

  • Ilyas_Y's avatar
    Ilyas_Y
    2 years ago

    Thanks for speaking with us today Penny49 on the VM forums.

    I'm glad we have been able to assist and get an IT ticket logged for this issue.
    As advised the IT team will take 5 working days to get this sorted, once done the user will be swapped and you will be the primary user.

    Reach out to us for any other queries and we'll assist.

    Kind regards,
    Ilyas.

  • Zach_R's avatar
    Zach_R
    Forum Team
    2 years ago

    Hi Penny49,

    Thank you for your post and welcome to our community forums. We're here to help.

    The name of the account holder would only be changed in certain circumstances which are detailed here.

    Any request to change account specific information, such as contact details, can only be done by the account holder so they would need to get in touch with us.

    Thanks,
     

  • Penny49's avatar
    Penny49
    Tuning in
    2 years ago

    Hi Zac. I still get email advice giving date and amount if my bills but when I try to view bill it says I can't as I'm secondary account not main account holder. If I call virgin about my bundle and answer all the security questions I can get information. The problem is my daughter was registered as main account holder years ago when virgin took over ntl. If I need details of my bill I have to contact my daughter who still has ntl email address,she then has to log in and read me the details. Why can't virgin just register my details as main account holder and my daughter as secondary. I didn't ask for any details to be changed all those years ago so someone within ntl/virgin must have made an error when they decided my ntl email address had to be changed to a virgin address again this wasnt something I asked for.

    • Zach_R's avatar
      Zach_R
      Forum Team
      2 years ago

      Hi Penny49,

      Even if you get communications via email, that doesn't mean that you're the account holder. Again, the registered account holder will need to make contact if that's not yourself to get certain information and to make certain changes.

      What information are you after exactly?

      Thanks,
       

    • Penny49's avatar
      Penny49
      Tuning in
      2 years ago

      If I was not main account holder how come I have just renewed my contract with virgin and why di I still receive your email telling me the date and amount of my bill. It seems to me that when my daughter and I both had ntl email addresses and virgin took over for some business reason as main holder my email had to be changed to a virgin address. Fir some reason when this was done my daughter was then left on your register as main account and I was shown as secondary, As I've said your records still show my name and postal address and I still receive emails related to bills it's that if I click on 'view bill' it tells me im a secondary account do cant view details. If I am secondary account how was I allowed to complete the details for my contract renewal. There must be a way your computer system will allow me Patricia Cantle to be noted as main account with my daughter as secondary. I have tried calling your customer services but just go round in circles with your menu options. I have 14 days to opt out if my new contract so if this isn't resolved soon to my satisfaction I will consider cancelling the contract and give 30 days notice of leaving Virgin, but thanks fir your help.

       

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team
        2 years ago

        Thanks for the reply Penny49 

        The email registered on the communications page can be a different email to the original MyVM account.
        When signed in, does the app inform you that you are the main account holder or a secondary account user?

        Let us know,

        Kind regards,
        Ilyas. 

  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team
    2 years ago

    Thanks for speaking with us today Penny49 on the VM forums.

    I'm glad we have been able to assist and get an IT ticket logged for this issue.
    As advised the IT team will take 5 working days to get this sorted, once done the user will be swapped and you will be the primary user.

    Reach out to us for any other queries and we'll assist.

    Kind regards,
    Ilyas.

    • Penny49's avatar
      Penny49
      Tuning in
      2 years ago

      Hi Ilyas

      Thank you so much for your help it's very much appreciated. You have been efficient and knowledgeable and deserve a bug pat on the back!! When IT have changed the email addresses to me as main and my daughter as secondary will someone email me to let me know please. It's not an excuse but I'm approaching 75 soon and am not very I T minded so your customer service has been great. Thank you again.

      • Megan_L's avatar
        Megan_L
        Forum Team
        2 years ago

        Hi Penny49, 

        Thanks for coming back to us with that lovely feedback for Ilyas 😊 I've sent it back to him so he gets the recognition!

        As for the IT ticket, please feel free to come back to us once the 5 working days are over and we will be happy to update you on the progress.
        We hope you had a happy New Year!

        Thanks,

        Megan_L

    • Penny49's avatar
      Penny49
      Tuning in
      2 years ago

      Hi Ilyas

      I received email from Megan saying she was passing my last message to you as I was impressed and thankful for your help.

      Can you let me know if your I T have actioned your ticket to make my email address and password the main account and my daughter the secondary, I've logged into my virgin to see if I can view my bills but still get message stating I'm secondary account so can't view bills. Many thanks 

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 years ago

        Hi Penny49, 

        Thanks for coming back to us on this one. 

        Checking the IT ticket at this end, it is still open and sitting with the team. There isn't an estimated fix date for these sorts of tickets but as soon as there is an update, it will automatically pop an email to Ilyas and he's pop back and update you. 

        Apologies for the delay and inconvenience. 

        Thanks,