When I log in it’s saying secondary account

[cleedubber]

Im logging in with the details I set up, but it’s saying it’s a secondary account ?

I can’t access virgin on the go due to this 
Any ideas ?

cheers 

[Natalie_L]

Hi Cleedubber, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you are having issues with your account showing as secondary. 

Can you please fill in the 'Forgot My Email' form here and check to see if any additional email addresses show up?

If they do, can you please check if any of them show as the primary account?

Thank you, 

[cleedubber]

I’ve been on the phone and changed my primary email.

however when I’m trying to log in to Virgin TV on the go it’s still saying it’s a secondary account ? 

[Akua_A]

Thank you for letting us know @cleedubber

When did you change your primary email? Also, how are you accessing TV go? Does this also affect your TV go service and its usability? 

Thanks,

[cleedubber]

I changed it today.

accessing tv go through the app on my iPad. 
move never been able to use it so far as it won’t let me log in 

[Akua_A]

Thank you for letting us know @cleedubber.

Changes can take up to 24hrs on the system hence the delay. When you try to log in, are you able to specify the error message you get? 

Thanks,

[cleedubber]

Ok

she told me to wait for 15 minutes before logging in

Messages says

Sign-in failed

please sign-in with your main user account. Sub-accounts can’t sign in to use this service 

[Natalie_L]

Thank you for confirming. 

Can you please remove the app and app data from your iPad and then reinstall it again. 

Also, when you login to your My Virgin Media account, do you have any error message?

Thanks,

[cleedubber]

I’ve removed the app, reinstalled it and still getting the same sign in issue 

I don’t get any error message when logging into my virgin media account. 

[Natalie_L]

Thank you for checking and confirming.

On your My Virgin Media account, can you please double check if the details you are using are for a secondary account?

You can check this by -

Sign in to My Virgin Media.
Select Account settings at the top of the page.
Select Account details.
Select Manage accounts tab.

Please let us know what you find.

Thanks,