Virgin Media Community

[Mikichii]

I have both Broadband and Mobile with VM. I just installed the app on my phone but when I type in my email address and password it says "this service can only be accessed by the primary account holder". This is confusing because I'm the ONLY account holder and they are the same details I use to log in on the website which work just fine.

I tried resetting my password with the app but it still comes up with the above.

How do I fix?

[Ayisha_B]

Hi @Mikichii,

Welcome to our Community Forums and thanks for posting. 

I am sorry to hear you are having this issue. I will pop you a PM now so we can confirm some details and take a closer look into this for you.

Speak soon.

[duckAsteroid]

I am facing the same issue - was there a solution for this? (other than contacting support)

[Serena_C]

Hi @duckAsteroid

Welcome to our Community Help Forums 🙂

Sorry to hear that you are also experiencing an issue logging in to the app, I will send you a private message now so that we can look into this further. Please look out for the purple envelope in the top right corner!

Kind regards,

Serena

[Kp2907]

I am having the same issue. Can someone assist?

[David_Bn]

Thanks for your post on our Community Forums Kp2907, and a very warm welcome to you!

We can seek to assist you if you are the account holder for the Media services.

Can you please advise me if you are the account holder or if you're third party to the account?

Kindest regards,

David_Bn

[Kp2907]

Yes I am the account holder

[Serena_C]

Hi @Kp2907

Thanks for getting back to us to confirm you are the account holder.

I will send you a private message now to obtain the details required to look into this further for you, please look out for the purple envelope in the top right corner 🙂

Kind regards,

Serena

[lsarcher]

Edited: Thought I had the issue, I don't, can't delete this post for some reason

[Serena_C]

Hi @Isarcher

Thanks for editing your post to clarify this, I'm glad to hear you are not experiencing issues with logging in to our Virgin Media App 🙂

Kind regards,

Serena