Virgin connect

[Andiemac]

 

Hi

I am trying to use virgin connect to pause devices but the app does not recognise our broadband, I am gettting this message:

[Andiemac]

Hi Zach

I have tried this and it has made no difference. The error message seems to suggest that it is recognising my account as secondary rather than primary. Could this be checked please? 
thanks and best wishes

Andrea