this is a secondary account - but i am the main account person - please help

[Tony24]

so on my virgin app on my phone it is saying 

this is a secondary account , you may need to ask the primary account holder about anything regarding billing ,orders or appointments.

but i am the main account holder .I have now spoke to virgin 4 times over the last two weeks and been told each time that it will be corrected but its still not sorted , i even spoke to a manager and he told me it will definitly be sorted , that was last week , i also spoke to somone from virgin online and again they said it will be sorted but still its not , i really need somone who actually means what they say  and  to act on this ASAP . Please can somone help me as i really dont know who to ring as i just keep getting falce promises . The account was fine 3 weeeks ago so i dont know whats happened .  

please can somone help from virgin ..

[Ashleigh_C]

Hi there @Tony24

Thank you so much for your post and welcome back to the forums! 

I'm so sorry to hear that you are facing this issue with your account! Can I just check have you been able to use the forgotten username option to confirm that you are logging in with the correct email address? 

Thank you. 

[Tony24]

yes it is the right password and email address as virgin have checked this also for me

[Ashleigh_C]

Thank you @Tony24

I'd like to take a closer look into this with you but will need to do so via a PM. 

I will pop one across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you.