secondary account but am only account holder

[Rikdickdart]

I also show as a secondary account when i log in. I'm moving house soon and can't get anywhere with the webchat without knowing details in the main account. i've been with Virgin for over 15 years now and just want to take the service i currently have with me but i'm not getting anywhere at the moment (3 hours last nigh and almost an hour this afternoon on webchat). please help!

[Reece_MH]

Hi @Rikdickdart,

Thanks for your post. I'm really sorry to hear you're having problems issuing a Movers request with our team. I can see you have recently been in a conversation with one of my colleagues regarding your Telephone Password and have since had this resolved. To clarify, is this the bit you are facing problems with when you mention the "details of your main account"?

Alternatively, a secondary account on your My Virgin Media is due to you adding a second email to the account. Have you tried any potential older email addresses that you may have had previously?

Cheers,

[Rikdickdart]

Hi Reece, thanks for replying 🙂

I've never had a different email address and was receiving monthly bills via email until March this year. When i speak to the moving team on webchat they will only tell me that i've failed the security questions. As i've had the telephone password reset i can only assume i can't match the email address linked to my account, which fits with not getting any emails since March. I've never knowingly set up a secondary account so i'm really baffled.

[Molly_T]

Hi Rikdickdart, thanks for coming back to us! 

Have you ever updated your contact email address with us? 

In order to offer further support with your secondary email account concern we will need to send you a PM to confirm some account details so we can investigate. 

I will do this now - you can find my PM in the top right corner of the page in your Inbox. 

All the best. 

[Molly_T]

Hi All, thanks to RickDickDart for PMing with me. 

Following the completion of security we were able to investigate and identified the issue with the registered email. 

I was able to get this updated and have resolved the issue! 

If there is anything else you need our support with please just let us know and we will be happy to help. 

Hope everything with your upcoming move goes well! 

All the best.