Secondary Account

[sprite68]

When I log in to either Virginia Media app or Connect app it tells me I'm using a secondary account. I only have one account, have never had another account, so not sure what this means it why I'm seeing it. Connect app won't show signal strength as it says secondary account doesn't allow this to be seen. Any ideas please?

[sprite68]

Virgin*

[Kain_W]

Hi there sprite68,

Thanks for your post and welcome to the community.

Just to clarify, did you register with the email you are using?

Let us know,

[sprite68]

Hi Kain.

Thank you for your reply.

Yes, I used the same email address.

[Kain_W]

Thanks for getting back to us,

To your knowledge is there only one email registered to your MyVM account since joining us?

Regards,

[sprite68]

Yes, just the one email address. 

[Kath_F]

Hi sprite68, 

Thanks for coming back to us on this one. 

For it to be noting the account as a secondary account, it means you have another address as the primary. 

We can certainly check this out for you but in order to do that I will need to confirm some information with you. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi sprite68, 

Thanks for coming back to me via private message. I'm glad we've got the secondary user error message sorted for you. 

In terms of the connect app recognising your hub, the first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that: 

• For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. 
• For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

If this also fails then we currently have a known error with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority. 

Pop back and keep us posted. 

Thanks, 

[sprite68]

Thanks again Kath. I'm connected to my hub according to my phone settings. I've cleared the cache as suggested but it still won't find the hub. I'm using a hub 3.0 if that makes any difference. I'll try again later...

[Kath_F]

Hi sprite68, 

Thanks for coming back to us on this one. I'm sorry to hear that this didn't work for you. 

As this has also failed then I'm afraid it must be due to the current issue we have with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority.

Apologies for any inconvenience. 

Thanks,