Account setup messy after moving

[blasthand]

Hi All,

Long time reader on here...first time poster, and looking for some help if poss'...

In January I moved house, taking existing services with me. When the guys came to rig everything up and I got hooked-up I was presented with an email address for the activation/registration on the web.

I never gave it a thought at the time, but the email address was a non-primary address that I had under my account. Consequently I've now got the following situation, with no way of knowing how to resolve it:

Account 1 (prior to moving):
xyz@ntlworld.com primary email, account number 123456 @ previous home address
xyz@virginmedia.com, additional non-primary address

Account 2 (post-move):
xyz@virginmedia.com - same non-primary address as above, new account number @ new home.

So I have 2 account numbers, each with their own pin for ebilling etc...but my new account isn't really a primary account at my new address.

If I login to My Virgin Media etc with the @virginmedia.com address I get the message saying 'you are not logged in as the primary account, and I then have to login using the primary address for my old account.

It's like having 2 accounts, but the old one is sorta dead, and because the new one is a non-primary address of the old one I'm sorta stuck in a loop with it.

I have no way of figuring out what to say to cust' services if I call them to try and explain the problem. God knows, it's hard enough as the account holder trying to work out what's gone on.

So if anyone can even understand this and figure a way of getting everything back to one account I'd be most grateful as I've spent weeks scratching my head trying to work out how!

Cheers, and thanks for reading,
Mark

[BenMcr]

If you phone TSC they should be able to correctly move the e-mail record from your old address to your new address so everything should work as before

Make sure you do it before 10pm tomorrow though as the systems are down till Sunday night

[blasthand]

Thanks for the mucho speedy reply.

Would that effectively kill the old account number off and in turn become the primary address for the new account number I have now?

Cheers,
Mark.

[BenMcr]

Yes it should do

However as you've registered the secondary email addy for ebilling on the new account, that is a bit more complicated. Not quite sure how to resolve that

[blasthand]

Ben,

Thanks. I can see how ebilling could be an issue. I'll find out from them what can be done. You can see how it's been a nightmare though. At first I couldn't work out what the hell was going on at all.

I'll post back with the outcome just in case anyone else ever gets the same prob' at some time.

Cheers,
Mark.

[Peter_]

It may well be best to wait until Monday when the new system comes online after the upgrade at the weekend as I expect it will be a lot easier to sort out the Ebilling query then from what I already know about the new systems.

[BenMcr]

If you do wait, do NOT log in until after TSC have sorted out the e-mail records