additional account users no longer supported

[1292]

I have received a VM email confirming 'we’re making for additional account users who access My Virgin Media. We’ve identified you as being an additional My Virgin Media account user. We’re letting you know that we’ll stop supporting your online account on 06/12/2024. This feature is being removed to improve account security, as part of our commitment to keep our online spaces safe and secure'. What does this mean?

With no easily accessible customer service number to call, I tried to use their webchat facility but each time they try to connect me to their WhatsApp platform, they cut me off!!  Thanks

[Daniel_Et]

Hi @1292, thank you for your query.

We're sorry to hear about the problems you've been having getting through to us 😔

Firstly, we can confirm the e-mail is genuine and from Virgin Media O2.

As part of improvements we’re making to My Virgin Media, we need to make some changes to additional online user accounts.

These exist for some customers who have been with us for many years and may include access to their own Virgin Media Mail address. 

Additional accounts allow access, when signed in, to our service status checker and the refer a friend process. Both of these can now be accessed outside of My Virgin Media, through our customer website.

If you have any further queries, please don't hesitate to pop back to us.

Regards,
Daniel

[1292]

Hi Daniel,

Thanks for your prompt and helpful reply and yes I am a very longstanding VM customer (ntlworld.com email). Forgive me, what am I actually losing, what can I no longer do or what is changing wef 6 Dec? I'm sorry but the original VM email lacks clarity...

Thanks.

Mark

[Robert_P]

Although you should still be able to access your MyVM app and online account using the primary details, you won't be able to access these via the secondary details following the change.

[1292]

Clearly my understanding level is not where it needs to be. I am the only individual in my household who accesses MyVM, so I do not understand how I am classed as an additional account user, so where/how can I check and what functionality and/or access am I losing, if any?

Thanks.

Mark

[Paul_DN]

Hi Mark,

As advised you will still have access to your Online account but won't be able to make any changes, you can switch to the primary account, this is something we can help you with.

Regards

Paul. 

[1292]

Thanks Paul,

Please advise how/where I can read about your suggestion re: changes and how VM can help. I'm still not understanding primary and additional user status (as the only one who accesses VM), so where can I read about the important differences and how I can update/change etc...

Mark 

[goslow]

The primary account holder has full control of the VM account and can view bills, contract info and make package changes etc.

A secondary account holder has little control of anything and can use the service status function and the refer a friend process.

If I understand your posts correctly, you are saying that you are the primary (and only) 'My VM' account holder but you have received a notification saying that you are not going to be able to use 'My VM'.

[1292]

Hi Alessandro,

Yes, that's correct. i don't understand how I am classified as an 'additional' account user 9when I am the only account user) and can't see where/how this is recorded in MyVM. Given my inability to speak to a real person at VM (impossible to get through and even the webchat failed), I can't get a straight or easy to understand response so far.

Maybe a VM Forum Team member might step forward, intervene and explain (better still call me) to clarify.

Mark

[Steven_L]

Thanks for coming back to us 1292. We're not able to call you from the forum team or arrange any call backs as we are a digital only team. 

Do you have a main/primary email account and then other email accounts associated with your account? if so the email would be regarding those accounts not your main/primary account.

Kind Regards,

Steven_L