Forum Discussion

Jeff650's avatar
Jeff650
Joining in
4 months ago

Cannot sign in to virgin apps only the account.

Hi. Every time I try to sign into the tv/ go or vm connect apps, it informs me that I am not the main user and cannot sign in. If I then go and sign in to my account, with the same details, I get in straight away. I have tried several times with virgin help, but unfortunately still have same problem. 

8 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    4 months ago

    Hey Jeff650, thank you for reaching out and a warm welcome to the community we are sorry to hear about your app issues. 

    Have you recently signed up to the joint account ID we have rolled out?

    What happens when you go down forget password / username route?

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

    Jeff650​  When you sign into your My Virgin Media account with the same details does it show the billing details i.e the latest bill and payment date?  If not then you are signing into a secondary account.  Only the billing account has access to the various VM apps.

    • Jeff650's avatar
      Jeff650
      Joining in
      4 months ago

      Hi mathew 

      yes I can go into billing and make a payment 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        4 months ago

        Okay to confirm it lets you manage your account?

        Have you tried another device at all to see if it works on that one?

  • Jeff650's avatar
    Jeff650
    Joining in
    4 months ago

    Hi   It does le5 me manage my account and, I’ve tried the laptop and two other   iPads which  do the same thing. Why is it notifying me that I am not the main user. 

    • Jeff650's avatar
      Jeff650
      Joining in
      4 months ago

      Hi. This is starting to look like you have no idea on how to solve this. 

      • Akua_A's avatar
        Akua_A
        Forum Team (Retired)
        4 months ago

        We truly want to do our best to look into this for you. In this case, 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,