I am one of those classed as a secondary account but no idea why, I pay the bills, organise the package changes and access Virgin Go without any problems. I was wondering if it is anything to do with the cable and wireless or ntl history. I have ordered the V6 box free upgrade and now concerned it may not happen owing to the account classification.
Welcome to our Community Forums and thanks for posting.
I am sorry to hear you are having this issue. I will need to pop you a PM so we can grab some details and take it from there. Will most likely need to be raised with our IT team to get your account updated.