Forum Discussion

aranj's avatar
aranj
Just joined
22 hours ago

Multiple email address / account issue

I have been with VM since the ntl days, with 3 of us on a family tariff for mobile since the Virgin Mobile days.

The O2 switch went fine, with both my VM and O2 accounts associated with my ntlworld email address. 

A few months ago my daughter had some issue with O2, and created a new account with her own email address and somehow brought the TV and broadband package into this new account with her as the admin, and the 2 other phone numbers as additional ones.

All the while, I’ve been receiving the VM and O2 bills as normal to my usual ntlworld address.

Today, when I discovered I was locked out of my account with my ntlworld address, she logged into her account and tried to change it back to my ntlworld email address, but without success as the ntlworld address is already associated with an account. Which makes sense.

So, okay. Changed it to my gmail address instead, and changed the primary phone number to mine. No problem.

However, the account is in her name.

Quick live chat and the advisor said the account is still associated with my ntlworld address, not my gmail and he couldn’t see an issue.

When I try to log in with my ntlworld credentials it doesn’t get as far as asking for a password. It says: “You've tried to sign up with an invalid Virgin Media email address. Check you’ve entered the address correctly and try again. Alternatively, sign up with a different email address”.

When I sign in with my gmail address it greets me with “Welcome back, Claire” (my daughter’s name. Changed for privacy). I can see the service status with the correct postcode and the correct date that my contract ends, but if I click “see your upgrades” for example I get “Bad Request”.

And I just know I will continue to receive bills to my ntlworld address because I have been doing even though she did this a few months ago.

By the way, my O2 account is working perfectly with the gmail login. It's just the VM.

How can I sort out this mess?

Thanks people.

3 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    6 hours ago

    Hi aranj 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the Issues that you are facing with a welcome name. This Is easily changed In the settings on the online account. It Is part of the set up when joining us, you choose the name that you wish to be addressed by, It Is not something that we can change. 

    To do this:

    Login > Settings > Marketing Preferences > Name

    • aranj's avatar
      aranj
      Just joined
      5 hours ago

      Hi Sabrina_B and thanks for the reply. 

      The welcome name is just a minor annoyance.  The issue is that I can't get to do anything I need to as it appears to be a secondary account and access to the primary has been removed - it doesn't even ask for a password. 

      When I log on to the app with my gmail address, it says: "As you've logged in as a secondary account holder, your access to account information will be limited".

      I can no longer log in with the original ntlworld address ("You've tried to sign up with an invalid Virgin Media email address") even though I receive my bills to this address and the customer services advisor assured me that it was the correct one to use and couldn't help further.

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        3 hours ago

        Thanks for the update on this aranj. We would need to bring you in for a private message so that we can look into this further with you, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

         

        Thanks.

         

        Sabrina