Viewing Bills

[Lozzer18]

Hi

I can log into my account and it comes up ok but I am unable to view my bills, Says i am not the main account holder which I am. Virgin still send emails to my original ntlworld.com email address which i assume is the original account. Have tried the app which is pretty useless on my android phone but have the app on my ipad. How can I get to view my bills ???

Thanks

Laurie

[Daniel_Et]

Hi @Lozzer18, thank you for your post.

We're sorry to hear about the problem you're having 😔

I can see you've spoken to the team since you posted. Has a resolution to the problem been provided?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Lozzer18]

Hi Thanks for the response, no it didnt get resolved as they had problems trying to change the old email to my gmail one which i use to log in. They have raised a ticket for the tech people to sort out predict within 5 days

Thanks

Laurie

[Daniel_Et]

Hi @Lozzer18, thank you for your response.

If, by any chance, you're still no further forward by next Monday (26 August), please let us know.

Regards,
Daniel

[Lozzer18]

Hi Daniel

I had a call from the 2nd level team, He supposedly reset my main account holder email from the old ntlworld.com one to one of my gmail.com accounts and gave me a temporary password assuring me it was resolved and that he could view the bills section. Guess what, its exactly the same as before, I cannot access the main account to view my bills. Seems this isnt an isolated issue, you would think that they would have a scripted solution. Can still log in to a secondary account but wont show the bills

Getting really frustrated that this is so hard to resolve

Thanks

Laurie

[Robert_P]

Sorry to hear you're still having issues accessing your online account to view your bills, can you expand on what you mean by logging into a secondary account? There should only be one online account to view your bills.

[Lozzer18]

When i log in via to my virgin media using the email address (gmail) to access mail i can see everything but when i select view bills i keep getting bounced back to the help page. When i try my other email addresses it says incorrect password. When using the app on my ipad, i can only gain access with the email adress i use for mail and when i select view bills it says i am not the main account holder. Tha app on my android phone wont even accept any email address. I am the main account holder so why is there no visbility of the bills.

Thanks

Laurie

[Robert_P]

Sorry to go over old ground but the login lets you access your online account and all options are there but when you go to view the bills you get the 'account holder' error message?

Can you confirm if you're able to view other options or emails once logged in?

[Lozzer18]

Hi I can see verything but view bills

Laurie

[Robert_P]

Okay, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.