I'm new to Virgin Media and have just had my fibre broadband provided (Last Friday) All works fine but want to use the connect app to check for signal strength around the house etc. have created a 'mt Virgin' profile on the desktop and all works great. downloaded the connect app to my android phone (NOT Virgin mobile) but cannot log in to my account despite using the same login details that work on the desktop. Have deleted the app and reloaded - still no luck. I decided to tell the app that I couldn't remember my username, and asked for it to be provided by using my account number, area code etc. and the response was 'username not known' despite it working fine on the desktop. As my order was only completed last Friday, I'm assuming there's something missing in the set-up?
Spent 30 minutes on the phone to the help-desk this morning, explaining the issue to 4 different 'advisers' before being transferred to a 5th and the call dropping out. I gave up at that point.
Does anyone know what's wrong and how do I fix it... hopefully without suffering the pain of the help-desk once more?
Hi, same symptom here cannot log into virgin app...tried deleting app restarting and reloading but still comes up with the same message "you can only sign in with the main account holders username and password. please try again"
i can log on with the secondary address fine on my pc (hence our conv now) however my primary account which I believed was deleted must be still activated...it was a account with my ex wife 15yrs ago must be...I spoke many moons ago and thought it was removed and firstname.lastname@example.org was the primary account..I dont have details of the pass words or access to the account