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

Tuning in

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 ..


Forum Team
Forum Team

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. 

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

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.