Virgin Media Community

[Ashleyg12345]

I'm trying to login to the TV go app and I get the following error message:

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

I only have one account and am using the same details as I do to log into the My Virgin Media website.

I have tried reinstalling the app several times and I have tried resetting my password but it doesn't help. 

[Natalie_L]

Hi Ashleyg12345

Welcome to the Community and thank you for getting in touch. 

I am sorry to hear you are experiencing issues when logging in to your TV Go account. 

Are you able to login to your My Virgin Media account without a problem?

Thanks

[Ashleyg12345]

Hi,

Yes I can and have always been able to log into My Virgin Media account without a problem. I have never been able to log into TV Go because of this error.

Thanks,

Ashley

[Paul_DN]

Hi Ashleyg12345,

Thank you for reaching out to us in our community and welcome, I am sorry to hear you aren't able to log into your TV Go app as being advised not the primary account, when you go into my virgin media and check under my preferences does the email you use show as the primary email address?

If this isn't the case we will have to raise a I T ticket to make the email your primary.

Regards

Paul.

[Ashleyg12345]

Hi Paul,

I don't see this option in my preferences. When I go to the my profile section my username and my contact email address are both the same and correct and is the one I'm trying to use when logging into TV go. I can't see a section for primary email address but I know I don't have any other email addresses under my virgin account.

Thanks,

Ashley

[Ryan_N]

I will send you over a private message to get this looked into 🙂 

Cheers.