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zemplify
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Please sign in with your main user account. Sub-accounts cannot sign in

Hi there,

It looks like I too have this problem. I am a new customer, but I did sign up for an account previously, but (see my other post) that got cancelled because the old homeowner hadn't shut their account down yet. Is the system getting confused ?

Can you resolve this for me ?

Ian

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Paul_DN
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Message 2 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Hi zemplify,

 

Thank you for reaching out to us in our community and welcome, I am sorry to hear your having problems setting up a online account.

 

I have had a look and can see you Virgin media account has now been set us, what is happening when you try to sign up for a online account, did you use the primary email we gave you when you set the account up?

 

Regards

 

Paul.

 

 

 

 

 

 

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zemplify
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Message 3 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Hi there,

You're right, I do have My Virgin Media all set up, and I can log in to that and see everything. However, if I try to log in to https://virgintvgo.virginmedia.com it appears to accept my username and password, but then it gives me the above error message. Can you offer any advice ?

Many thanks

Ian

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Paul_DN
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Message 4 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Thank you for the update,

 

When you joined us were you given a email address as the primary, if so what I suggest doing is signing in and going to my preferences then set that back as the username then try again using that to sign in?

 

Regards

 

Paul.

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zemplify
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Message 5 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Hi Paul,

When I signed up I used my own email address, I've never had a vm one, I've always used my own. I did try changing it, but that didn't seem to make any difference, I got the above error with both the new one and the old one

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Paul_DN
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Message 6 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Hi zemplify,

 

Sounds like we may need to raise a I T ticket to set your email address as the primary this will resolve your issue, I will need to invite you into a private chat so I can get some more details from you then raise this for you.

 

I will send you a invite shortly, pleaser click on the purple envelope to accept?

 

regards

 

Paul.

 

 

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Paul_DN
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Message 7 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Hi zemplify,

 

Please let us know if this has not solved the issue in 10 days and we can escalate the I T ticket, stay safe.

 

Regards

 

Paul.

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Paul_DN
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Message 8 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Hi zemplify,

 

Please let us know if you have any issues after the 10 days if you still have the same issue.

 

Regards

 

Paul.

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zemplify
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Message 9 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Hi there,

Unfortunately it's still not resolved - can you escalate for me ?

Cheers

Ian

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Laurie_C
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Message 10 of 12
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Re: Please sign in with your main user account. Sub-accounts cannot sign in

Hi Ian,

 

Thanks for getting back to us, I'm sorry that this problem still hasn't been resolved for you, I can appreciate how frustrating this must be.

 

I'd be happy to escalate this for you. Would you be able to provide a screenshot of the error message that you receive when you try to log in?

 

Thanks,

Laurie

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