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Unable to see billing info when logging in

europesno1
Joining in

Anyone able to help please... My dad has not been able to see any billing info when he logs into his account on the virgin website. It just takes him to the help and support pages. We've tired different browsers and event the mobile app. It seems to indicate that he's not signed in as the main account holder, but we are using the same email login in that we always have done. I think it may be a mix up with how he set it up day one and using the random email that was provided day 1. Anyone had this and been provided a fix? We've rang virgin support a few times and they've not got it sorted!

1 REPLY 1

Kath_F
Forum Team
Forum Team

Hi europesno1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear your dad is having an issue when logging in to My VM to view his bills. 

If your dad has set up an additional email then this would class as a secondary account and in order to view the bills, he would need to sign in using the primary. 

We would not be able to change the primary email address but he can update it to a third party email address which will need to be done shortly anyway due to new security processes. 

We're only able to help sort things such as this with the account holder so if your dad needs further help, please get him to create his own Forum User ID and post here. We will then be able to help further. 

Many thanks, 

Kath_F
Forum Team

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