Reset account email

[Pwarbi]

My email/username is connected to another person's account. When I log in I need it to show my account not theirs. I asked this on the Web chat and they said they have sorted it but they haven't. 

[Gareth_L]

Hello Pwarbi,

Thankyou for your post 

Sorry to hear you are not able to view your own online account.

Just so I get this right. You have an email address that is linked to some one else's account?

Or when you log into your online account does another name show?

It is going to be a tricky one to solve if your email address is linked to some one else's account.

We would need to pass data protection with you and the other account holder.

Gareth_L

[Pwarbi]

Yes, I know. An elderly neighbour needed access to her account and asked if I would help. She doesn't have an email.

She got sorted what she needed but now I've recently joined virgin myself and I need to set my own account up so it's linked to mine and not hers. I've got account details etc for both. 

On the Web chat the advisor said it was just a case of deleting my email and then I could reregister with my own account details instead. Apparently not...

[Gareth_L]

Thanks for explaining pwarbi.

That makes perfect sense now.

The way it works from here is if we delete the email from your neighbours account then she will have no access at all. But that can only be deleted by passing security with your neighbour.

We can set your account up with an alternative email address if you have one.

That way you both get access to your own accounts, providing you are happy to continue the current set up with your neighbour.

Can you let me know if you are happy to go ahead with this? I will need to send you a private message to pass security though.

Hope that makes sense.

Gareth_L

[Pwarbi]

Please go ahead and send a private message, and we can sort it from there. She doesn't want and is unable to have her own email address so just delete mine and I can start again with my own account 

[Ashleigh_C]

No problem and thank you for popping back to us @Pwarbi 

I will pop you a private message so we can take a closer look. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Pwarbi]

Still not resolved. 

[Ashleigh_C]

Hi there @Pwarbi 

Thank you for popping back to us and we are so sorry that this issue has not been resolved for you, please do pop back to me in the PM and I will be happy to chase this.