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Secondary account

I have had an account with Virgin since it was NTL.Whenever I try and see my bill or if I try to sign in for the TV service I am told I have a secondary account and only the main account holder  can do so. I am,and have always been,the only account holder,there has never been anyone else on my account,there is not even anyone else in my house,so why is this and how can I change it to main ?

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