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TV Go set issue due to hacked primary account

Joining in

A few years back, my NTL email account was hacked. I set up a secondary account which I use to this day.

For months I have been trying to get the primary account removed/changed and set up TV on the Go, but to no avail as the error message always refers to being unable to set this up without the Primary account details.

After 27 years with Virginmedia, I'm now totally fed up. After 2 hours on a call this morning and after several transfer of agents, I was given a number to call which turned out not to exist. This is the last change of resolving this issue before I give up and talk to Sky.


Forum Team
Forum Team

Hi bryhall001, 

Thanks for your post and apologies to hear you're having an issue with removing the primary account. 

The reason you've not been able to do this is because you're unable to remove or delete a primary account. The only accounts that can be deleted are secondary. Once you've set up the primary account, you would be unable to change this. 

To log in to My VM, you would either need to use the primary details or you can also update your My VM to a third party email address and then use this to log in to My VM. 

If there is anything else we can do to help, please let us know. 


Forum Team

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Unfortunately, this does not really help.

The Primary account was hacked and is no longer used. I want to get rid of this and make the Secondary Account as the new Primary Account.

I spent almost 3 hours trying to resolve this yesterday and am still no further forward. I cannot make it clearer that I do not want anything to do with a hacked account and somebody from Virgin must be able to make the amendments. What's the point of having TV on the Go if I cannot use it?


Hi there, bryhall001, thanks for the posts and replies.

Sorry to hear our previous advice and time spent on the call hasn't helped, I'd like to have a better look into this for you so I will send you a private message here shortly.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs