Virgin Media Community

[GordonKennedy]

I am unable to access primary account to change direct debit.

[Natalie_L]

Hi GordonKennedy

Welcome to the Community and thank you for getting in touch. 

I am sorry to hear you are experiencing issues when attempting to login to your primary account. 

Can you please advise what happens when you try to login? Do you get an error message?

Thanks

[GordonKennedy]

I can’t use it to sign in at all. It seems to default to my hotmail login. 

[Natalie_L]

Thank you Gordon. 

To clarify, does the account allow you to login via a secondary account?

If so, have you made any changes to the account recently?

Thanks 

[GordonKennedy]

I can log in with secondary account but that won’t let me change the DD. 

[Natalie_L]

Thank you. 

Have you recently made changes to the account at all? 

Has there been a transfer of responsibility or a change of address? 

Thanks 

[GordonKennedy]

Only to say I’m leaving as moving abroad. But need to change DD as last payment will be from an account that will not exist. 

[Natalie_L]

Thank you Gordan. 

I would be happy to help you with this. 

I'm going to pop you over a private message now and this will be available via the purple envelope on the top right of this page. 

Speak soon,