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liamoc2502
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Secondary Account Billing Access Issue

I switched my mother to Virgin from BT recently and set up her account as a secondary account to mine but now I can't access her bills! How do I get around this as she's elderly hence me organising everything for her.

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Lisa_CC
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Message 2 of 22
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Re: Secondary Account Billing Access Issue

Hey there liamoc2502,

 

Sorry to hear you're unable to view your mum's bills after setting it up for her. Can I ask whether it's an online cable account that you're querying or an email address? I ask because the online account would be on it's own and cannot be secondary. Please give us more information about the account type and what errors you see.

 

Thanks,

 

Lisa

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liamoc2502
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Message 3 of 22
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Re: Secondary Account Billing Access Issue

61B47520-A7E7-4F21-85D1-116BD0A077DF.png

Hi Lisa, it’s a broadband account and when I login and go to view bills it tells me it’s a secondary account and doesn’t allow me access. I can send screenshots if you like 

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Lisa_CC
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Re: Secondary Account Billing Access Issue

Hi liamoc2502,

 

Yes screenshots will help us but before you post them, please make sure you blur out any personal information as otherwise they will be deleted from our Forums for security. 

 

Thanks,

 

Lisa

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liamoc2502
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Message 5 of 22
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Re: Secondary Account Billing Access Issue

538E3D7F-4147-4C61-9B31-C578B15479DA.png

491A0F76-63AB-4DB4-9F60-DB0DFB706E61.png

 All I get is a message saying ‘We’re just checking this image’ so presumably they’re not uploading?

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Lisa_CC
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Message 6 of 22
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Re: Secondary Account Billing Access Issue

Hi,

 

It has been declined as it contains some personal information however I've managed to take a peek at the first screenshot and can see what you mean about the secondary account. Can I ask whether your mum's account number (please don't post it on here as it's a public forum) and your own, are they different and under different names and contracts?

 

Thanks,

 

Lisa

 

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liamoc2502
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Message 7 of 22
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Re: Secondary Account Billing Access Issue

Yes, the names and account numbers are different Lisa

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Lisa_CC
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Re: Secondary Account Billing Access Issue

Hmm, I'm going to send you a Private Message so I can get some more details from you so I can check your mum's account in detail. 

 

Thanks,

 

Lisa

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liamoc2502
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Re: Secondary Account Billing Access Issue

Okay thanks 

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Lisa_CC
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Message 10 of 22
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Re: Secondary Account Billing Access Issue

Hi @liamoc2502,

 

Thanks for joining me in a Private Message, just wanted to know whether you've received the letter so we can continue helping you with the account access? Do pop back on here once you've received it.

 

Thanks,

 

Lisa

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