Forum Discussion

AlfieTaylor's avatar
AlfieTaylor
Tuning in
3 months ago

Virgin TV Go not working

We are not able to log in to our account to use Virgin TV Go. Whenever I try to login, I get an error message saying "Sign in failed - Please sign in with your main user account. Sub-accounts can't sign in to this service".

We have contacted Virgin's customer support via their WhatsApp channel, and have tried and failed 3 times, each time after explaining the issue back and forth for an hour, and trying various fixes, they eventually say "we can't fix this, our IT Team will raise a ticket and get back to you". They have never got back to us.

This community post is the last straw for us, we are paying for something that we are not getting so we will have to leave and join another provider if it is not resolved this time.

I'll give some more information in the hopes that someone can help us fix this issue.

We have been with Virgin for over 10 years, so our account is very old. I was 12 when my dad set this up, it is very possible he set things up with a different email at that time. He is not particularly tech savvy and he cannot recall if he did use a different email, all he knows is the email address and password he uses to get into his emails which is obviously the "sub account" that the error message is referring to.

I think we need someone to change this "sub account" into our "main user account" so we can sign into Virgin TV Go. If we need to provide proof that this is our account so this can be done we can absolutely provide this.

Hopefully someone from Virgin sees this and can help, if anyone else reading this has any ideas please let us know!

Thanks, Alfie

8 Replies

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  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    3 months ago

    AlfieTaylor. To access the TV Go app you need to sign in with the username for the primary account.  This is the one you access to see your monthly bill etc.

    If your father has forgotten this username use the forgotten email link to find it: 

    https://www.virginmedia.com/identity/forgotten-details/email

     

  • AlfieTaylor's avatar
    AlfieTaylor
    Tuning in
    3 months ago

    Thank you for responding Graham.

    I've followed the link, it asks for birthday, area code and account number. 

    In order to find this info I have signed into my dad's MyVirginMedia account (using the sub account email address).

    It shows us the area code and account number. I've entered all of the info, and its signed us in as normal to the same sub account we already know about, I can't see anything about the primary account, should I have done something differently?

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      3 months ago

      When signed into that account can you access the billing details for the account?  If so it is the primary account, if not it is indeed a secondary account.

      • AlfieTaylor's avatar
        AlfieTaylor
        Tuning in
        3 months ago

        I can see a tile that says "view your bill". When I click on it I get an option of "broadband, TV and landline" or "Mobile". If I click on either of those it just takes me back to the help and support page. Is this supposed to happen?

        Also when I go to "change your details", I can see a tile saying "set up a secondary account holder". Surely if I am in a sub account, I should not be able to set up another sub account?

        I have a feeling that my dads account actually is the primary account, but due to it being really old it has not configured correctly when Virgin updated the system throughout the years. What do you think?

  • AlfieTaylor's avatar
    AlfieTaylor
    Tuning in
    3 months ago

    Do they go through all the threads or do I just have to hope one of them sees this?

    Thank you for your help by the way!

    • Graham_A's avatar
      Graham_A
      Very Insightful Person
      3 months ago

      They go through all the threads.  But in this case I have also flagged it for them to look at further.

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      3 months ago

      Hi AlfieTaylor 

      Welcome to our forums and sorry for the delay in getting back to you. We can understand the frustration caused by this primary account issue and we want to best help. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,