Menu
Reply
Macster54
  • 4
  • 0
  • 0
Joining in
1,481 Views
Message 1 of 12
Flag for a moderator

Primary account holder...

Recently got a new phone and tried to logging into the Virgin Media app - keep getting an error stating it can only be accessed by the primary account holder - I am the primary account holder and I've double checked the email and password.

 

Any ideas for to fix this?

0 Kudos
Reply
Zach_R
  • 3.52K
  • 116
  • 246
Forum Team
Forum Team
1,452 Views
Message 2 of 12
Flag for a moderator

Re: Primary account holder...

Hi @Macster54,

Thank you for your post and welcome to our community forums. We're here to help.

I am very sorry to hear that you're having this issue when trying to access the app. Would you mind providing a screenshot of the error message that is appearing for you?

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Macster54
  • 4
  • 0
  • 0
Joining in
1,451 Views
Message 3 of 12
Flag for a moderator

Re: Primary account holder...

Screenshot_20210623-082104.jpg

0 Kudos
Reply
Zach_R
  • 3.52K
  • 116
  • 246
Forum Team
Forum Team
1,433 Views
Message 4 of 12
Flag for a moderator

Re: Primary account holder...

Hi @Macster54,

Thanks for providing that. To clarify, are you referring to the My Virgin Media app or a different one?

Can you also confirm at what point this screen and error message appears for you?

Thanks,
 



Zach - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Macster54
  • 4
  • 0
  • 0
Joining in
1,382 Views
Message 5 of 12
Flag for a moderator

Re: Primary account holder...

Yes, when trying to access the My Virgin Media app.

 

Just tried it again this morning using the same log in details that's stored on my phone and, lo and behold, it worked.

 

0 Kudos
Reply
Hayley_S
  • 3.9K
  • 129
  • 253
Forum Team (Retired)
Forum Team (Retired)
1,379 Views
Message 6 of 12
Flag for a moderator

Re: Primary account holder...

Hello @Macster54.

 

I am sorry for the issues with the app version, am I correct in saying you are now able to log in on the website version?

 

Thanks,

Hayley
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Macster54
  • 4
  • 0
  • 0
Joining in
1,375 Views
Message 7 of 12
Flag for a moderator

Re: Primary account holder...

Sorry for the confusion, no I can now log into the app using the same log in details as I use with the desktop version.

The error seems to have either rectified itself or someone has worked their magic behind the scenes.

0 Kudos
Reply
Megan_L
  • 2.88K
  • 171
  • 310
Forum Team
Forum Team
1,373 Views
Message 8 of 12
Flag for a moderator

Re: Primary account holder...

Hi Macster54,

Thanks for updating us on this 🙂 Technology can be temperamental but I'm glad this time it began behaving itself eventually lol 

If you have any more problems with this aspect, please let us know.

For anything else, just create a new post and we'll be there to help!

Thanks so much,

Megan_L

0 Kudos
Reply
Jnmls
  • 2
  • 0
  • 0
Joining in
1,012 Views
Message 9 of 12
Flag for a moderator

Re: Primary account holder...

I get this error. Haven’t changed phones but have changed to Virgin sim. Can login online fine, just not the app. It’s sending me round the bend 

208A463A-111F-4443-8CA8-495D07910C28.jpeg

 

Tags (3)
0 Kudos
Reply
John_GS
  • 13.13K
  • 670
  • 1.22K
Forum Team
Forum Team
995 Views
Message 10 of 12
Flag for a moderator

Re: Primary account holder...

Hi Jnmls

 

Thanks for posting and welcome to the community.

 

Can you delete the app and re-install it for me?

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply