Find primary account holder

[Gerald44]

Hi

It turns out the account I have been using for years is a secondary account

I've no idea why/how

How do I find out the email/reference etc of the primary account

Maybe something happened with the switch from NTL all those years ago

Thanks

[Megan_L]

Hi Gerald44,

Thanks for posting this question on the forums, I am sorry you're a little confused with this. 

Can you let us a little more about this problem please?

• Do you mean primary account for your Online Account or Email Account?
• How did you come across this finding?
• Has is caused any issues so far that has made you lose access to certain aspects?

Thanks,

Megan_L

[Gerald44]

I’ve used the same login for my emails for donkeys and all has been fine

I wanted to change the direct debit bank details so I logged into the my virgin section of the website

I could not see a billing option and the noticed it said it was a secondary account and this could only be done on primary 

I’ve no idea of the primary details as I thought what I was using was it

Thanks

[Chris_W1]

Hi Gerald44, thanks for the message and welcome to the forums. 

I am sorry to hear that you are having issues logging in, this would be the primary login for the online account and it sounds like you are trying to login with an additional email. 

Chris. 

[Gerald44]

I’m sure it is but how do I find at least the login name when I’ve no idea where to look

[Paulina_Z]

Hi @Gerald44,

Thank you for coming back to us about this issue. Are you the primary account holder on the account itself?

Do you have a different email you previously used to register for your online account? 

Have you received any emails from Virgin Media to a different email address? 

Please have a look through your online account to see if you're able to view any option to manage accounts.

Keep us updated so we can help further.

Thank you.

[Gerald44]

Yes

I suppose I must have but I have no idea what it is. 

No

No no option to manage accounts 

[Paulina_Z]

Hi @Gerald44,

Thank you for coming back to me about this issue. I'll be happy to look into this a little further for you. 

I will send you a Private Message to confirm a few details. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.