Can’t seem to change my contact telephone number using the app or on the web MyVirginMedia I open account details click edit on the phone number input the correct number press save and just get a message saying sorry the changes you made were not saved please try again.Any help would be appreciated.

The forum team (ModTeam) will need to raise this issue as the redesigned website is once again found not to be functioning as it should; be aware it is likely to be more than a few days before they respond given the long bank holiday.-- I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn moreHave I helped? Click Mark as Helpful Answer and solved, or use Kudos to say thanks

Can’t change my contact number | Virgin Media Community

230 Replies

用心棒
Very Insightful Person
3 years ago
The forum team (ModTeam) will need to raise this issue as the redesigned website is once again found not to be functioning as it should; be aware it is likely to be more than a few days before they respond given the long bank holiday.
--
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer and solved, or use Kudos to say thanks
- jcbpeach
  Joining in
  2 years ago
  It’s now 2023 and I have this problem as well. Change to my contact number doesn’t stick.
  - Kath_P
    Forum Team
    2 years ago
    Hi jcbpeach,
    
    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
    
    We're sorry to hear you've had an issue with updating your contact number. I can see this has been resolved for you with my colleague.
    
    If you have any further issues, pop back and let us know.
    
    Thanks,
John_GS
Forum Team
3 years ago
Hi slogess,

Thanks for posting. Sorry to hear you've had difficulties with the online account.

I'll send you a PM now to help with this.

Best,
- slogess
  Dialled in
  3 years ago
  Thanks John reply sent back with the info you requested.
- NelMak
  Just joined
  3 years ago
  Hi, can you please advise me how to do the same ?
  - Akua_A
    Forum Team
    3 years ago
    Hi NelMak,
    
    Welcome to our community forums and thank you for your first post.
    
    Sorry to hear you have been having issues when trying to change your contact number. In this case, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.
    
    Thanks,
- danfish87
  Joining in
  3 years ago
  I'm trying to change my number also - can someone from the admin team contact me to resolve this please? Thanks!
John_GS
Forum Team
3 years ago
Thanks for joining me on PM slogess,

Just to update the thread, the number was changed over and contact was made to the field team regarding the install complaint.

This is normally 5 working days however with the Bank Holiday maybe longer.

Do pop us a public post should you ever need us further.

Kind regards,
- slogess
  Dialled in
  3 years ago
  June 11th still heard nothing back regarding my complaint
  - Adri_G
    Forum Team (Retired)
    3 years ago
    Hello slogess,
    
    Thanks for coming back to us with this post.
    Also, sorry to see you have not heard back from the team regarding a complaint raised previously.
    
    I am happy to assist you with this and provide you with all updates.
    
    To do so, I will send you a PM here.
    Please check the top-right corner of our forum and you should see a purple envelope. Click this and you will see my message.
Sknjirving
Joining in
3 years ago
I'm having exactly the same problem and can't seem to get the edited password recovery question to save either.
In fact the number in my contact details I don't recognise at all!
- Steven_L
  Forum Team
  3 years ago
  Hey Sknjirving,
  
  Welcome back to the community and thanks for taking the time to post.
  
  I'm sorry to hear of the issues that you're having, please can you clear your browsers cache and try again to change your contact number?
  
  Regards,
  
  Steven_L
  - IssueResolution
    On our wavelength
    3 years ago
    Different VM customer here, we've got the exact same issue as well.
    Seems to be an issue on VMs side.
Sugar239
Joining in
3 years ago
I am having the same issue. Thanks
- Ryan_N
  Forum Team (Retired)
  3 years ago
  Hi Sugar239,
  
  Thank you for your post 🙂
  
  I will send you over a private message so we can confirm some details!
  
  Cheers,
  
  Ryan.
cjjudge
Joining in
3 years ago
Hi, I have the same problem, can I get help please?
- Robert_P
  Forum Team
  3 years ago
  Hello cjudge
  
  Sorry to hear you're experiencing the problems with altering the mobile number, I'm happy to look into this further for you and appreciate you raising this via the forums. Welcome to the community.
  
  I will send you a Private Message to get some details in order to look into this further, I look forward to your reply.
  
  Rob
  - Robert_P
    Forum Team
    3 years ago
    Hello danfish87,
    
    Thanks for taking the time to post on the forum in regards to your mobile account and issues changing the number. We appreciate you making us aware of this and welcome to the community.
    
    I will send you a Private Message to get some details in order to look into this further, I look forward to your reply.
    
    Rob
alongtoo
Joining in
3 years ago
Need help too with my account, can't change the contact number.
- PRudd
  Tuning in
  3 years ago
  Virgin have to do it for you. They will send you a private message asking for account details then they will sort it for you. Stupid really that you can’t do it yourself!
- Carley_S
  Forum Team
  3 years ago
  Hi alongtoo
  
  Welcome to the community. Sorry to hear you're also having issues updating your contact information via your online account. We can change this for you at our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.
- Carley_S
  Forum Team
  3 years ago
  Thank you for joining me on private message alongtoo.
  
  This has now been actioned for you. If you have any further questions or concerns, we'll be here on the community forums to help and support any way we can.
  
  All the best.
Liamshep17
Joining in
3 years ago
Hi,
can someone assist me in changing my contact telephone number - cannot seem to change it myself via my virgin media account.
- PRudd
  Tuning in
  3 years ago
  As you will see from previous posts, Virgin have to do it for you. They will be in touch shortly to sort it out, it’s painless enough but a pain that you can’t do it yourself
- Tom_W1
  Forum Team
  3 years ago
  Hi Liamshep17 thanks for your post and I'm sorry to hear of your concerns raised regarding your phone number.
  
  Please allow me to send you a PM to look into this further - kindly expect this to arrive shortly and respond directly when you can!
  Many thanks
kazuive
Joining in
3 years ago
I also cant update my contact number on the app and website. Could someone give me a hand on this please?
Thanks
- Tom_W1
  Forum Team
  3 years ago
  Hi kazuive thanks for your post here in the Community although I'm sorry to hear of your concerns raised here.
  
  Please allow me to send you a PM to look into this further - kindly expect this to arrive shortly and respond directly when you can!
  Many thanks
  - k2195
    Joining in
    3 years ago
    I am also experiencing the same issue and can't change my contact number on the app or website. I've even tried to speak to someone via the phone and this still hasn't addressed the issue. Please can you help me as quickly as possible as this issue has persisted for some time. Thank you.
Lats73
Joining in
3 years ago
I am having the same problem as everyone else. I need to change my contact phone number as I'm moving jobs soon and have a new number.
- Tom_W1
  Forum Team
  3 years ago
  Hi Lats73 thanks for your post, although I'm sorry to hear of your concerns raised here.
  
  Please allow me to send you a PM so I can look into this further.
  
  Kindly expect this to arrive shortly and respond directly when you can!
  Many thanks