Can't setup new Ebilling Password

Rimmer100 · 21-04-2011, 19:02

Hello,

I'm posting this on behalf of my father who is having a problem with the new ebilling system.

He got the e-mail saying that his ebill is ready and that it is being changed to a new system etc. He follows the link and puts in his current e-mail and the old 4 digit pin, this logs in fine. On the next page he is asked what he wants the username to be (has to be an e-mail address) and the option is to keep the current one. He leaves the radio button in the current one. He then is asked to choose a new password. This fails.

I have tried several different combinations and I can't get it to go through. I either get the message:

"Some information is missing or incorrectly entered. Please check below and try again."

Or that one and:

"Sorry, this username is not available. Please enter another username and try again."

How can that username not be available, it is his current e-mail address that he has been getting the ebills sent to him for the last few years anyway!

There isn't anywhere which gives the critera for the password (ie upper/lower case has to include numbers) which isn't very helpful. When putting in a simple password I get the top error, a more complex password, both errors.

The e-mail address he is trying to use is an old ntlworld one.

Anyone got any ideas on this, had similar problems?

Thanks

Ian

Rimmer100 · 22-04-2011, 18:27

Solved this one myself after a bit if fiddling about.

Orginally when I lived at my parents the virgin media services were all under my name. When I moved out I took my account with me and my parents took out a new contract in their own name.

This is where the problem happens. The e-mail address that my father used to sign up to the old eBilling is actually attached to my VM account not theirs. It seems that the old system didn't mind this because it was completely separate, but as the new one is now part of 'My Virgin' and gives access to all of the other services, it won't allow an e-mail address on another account to be set up against it as the login username.

From my POV this makes perfect sense and it is fairly unlikely many other people will be caught out by this as I expect my situation is pretty rare. As they allow you to have a different contact e-mail address for the eBilling it's not too much of an issue, I've just told my parents to login to 'My Virgin' with the primary account (after resetting the password as no-one knew what it was, as it is never used) and apart from that carry on as usual.

At some point I really need to get my parents e-mail addresses moved from my account to theirs (if that is possible) but that's for another day (and a different thread).

Just thought I'd update this, in case anyone else has similar problems.

Ian

Peter_ · 22-04-2011, 18:30

Quote:

Originally Posted by Rimmer100

At some point I really need to get my parents e-mail addresses moved from my account to theirs (if that is possible) but that's for another day (and a different thread).

Not possible.

tucker61 · 24-04-2011, 10:16

I have exactly same issue.

Surely it must be possible to move the email address to my mums account.

Peter_ · 24-04-2011, 11:29

Quote:

Originally Posted by tucker61

I have exactly same issue.

Surely it must be possible to move the email address to my mums account.

Clarify what you mean and I will be able to answer you.

You cannot transfer an individual email address to another persons account.

For instance if the is an email address on your account that you want to transfer to your mums account it is not possible as the email address is attached to your account and therefore it is impossible to transfer it from a live account.

tucker61 · 24-04-2011, 16:51

It is about transferring the email address to her account.

I have told her today to contact virgin, and get her primary email address and password.

Then she can set up her account online.

Peter_ · 24-04-2011, 20:02

[/QUOTE]It is about transferring the email address to her account. [/QUOTE]
That is not possible.

[/QUOTE]
I have told her today to contact virgin, and get her primary email address and password.

Then she can set up her account online.[/QUOTE]
She will be able to set up her own @virginmedia.com email address to access her account and Ebilling or she can use any other email address such as @gmail.com or even a @hotmail.com address if you already have one setup the choice is yours.