Forum Discussion

slogess's avatar
slogess
Dialled in
4 years ago
Solved

Can’t change my contact number

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.

  • 用心棒's avatar
    用心棒
    4 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

230 Replies

Show More
  • Aksiomaa's avatar
    Aksiomaa
    Joining in
    2 years ago

    Hi. Have the same issue. Cannot change my phone number. I have no error, just press edit, put my phone number, hit save and nothing happens. Tried different browsers etc, no joy. Thx

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)
      2 years ago

      Hi there Aksiomaa,

      Thanks for your post and welcome to the community.

      Apologies for the issues faced with getting the contact number changed, so we can adjust this for you I've dropped you a PM.

      The message will appear within the envelope icon.

      Regards,

      • Markb1313's avatar
        Markb1313
        Joining in
        2 years ago

        Hi there, I have the same problem. Unable to change my contact number. Could you advise via PM too please? 🙂

  • daveydear's avatar
    daveydear
    Up to speed
    2 years ago

    I am having the same problem, I cannot change my contact details, cheers

    • Arissa_H's avatar
      Arissa_H
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Daveydear 👋🏼.

      Thank you for posting and welcoming you back onto our community forum 😊.

      Sorry to see you cannot change your contact details ☹.

      Have you tried using an additional device?

      What happens when you try to change them through our app and through our website? 

      Let us know, we will do our best to help. 

      • 用心棒's avatar
        用心棒
        Very Insightful Person
        2 years ago

        Maybe it is time for this issue to be raised as a bug.

        FWIW the response header when attempting to make this change states:

        "code": "10-0-300000",
        "severity": "ERROR",
        "description": "Validation Exception",
        "sourceSystem": "Middleware"

        resulting in following error message:

        AFAICS the issue is that my current phone number is being set as a mobile number using an invalid format, for example:

        • Current phone number(020) 1234 5678
          New phone number(020) 8765 4321

        • I enter new number as 02087654321 and find the following data is sent to server:

          Home phone number02087654321
          Mobile number020 1234 5678

          Note: addition of current number as mobile number is unexpected and in an invalid format resulting in update failure

    • Megan_L's avatar
      Megan_L
      Forum Team (Retired)
      2 years ago

      Hi Daveydear,

      Sorry if you're still having the same issue, where you able to follow Arissa's advice in her last post? 

      Please let us know so we can help further 😊

      Thanks,

      Megan_L

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Fionn13 thanks for your post here although we're sorry to hear of the concerns you've raised here.

      Please allow me to send you a PM so I can look into this further for you.

      Kindly expect the PM to arrive shortly and respond directly when you can!

      Many thanks

  • AmabelBooth's avatar
    AmabelBooth
    Joining in
    2 years ago

    I am having the same issue. Had to book a technician visit as I’m having a broadband issue but the contact number in my account is wrong (unknown number to me!) and so I called the 0345 number as suggested on the appointment confirmation, but no option on that call to either:

    1. Change the contact number

    2. speak to a real person!

    So I then tried to change it by logging on to my virgin media on my phone and changed the number to my actual phone number (which is clearly on file somewhere as I have been getting update texts!) but it keeps telling me that it cannot be saved. Super frustrating as I am having to do all of this on my phone!

    Please advise

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      2 years ago

      Hi AmabelBooth, thank you for your post.

      We're sorry to hear about the problem you've been having and that you feel this way 😔

      I can see you've been in touch with the team. Has the problem now been resolved?

      Regards,
      Daniel

  • Elmogm's avatar
    Elmogm
    On our wavelength
    2 years ago

    I also cannot change my contact number, please help.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Elmogm 

      Welcome back to the community forums 

      Sorry to hear you're also not able to update your contact number. 

      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 or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

       

      • nf1236's avatar
        nf1236
        On our wavelength
        2 years ago

        I can't change my phone number either and someone keeps hacking into my account

  • Joe92's avatar
    Joe92
    Fibre optic
    2 years ago

    The original post starting this thread was on 02-06-2022. This is now 01/10/23 - 1 year and 4 months later and the 'issue' is STILL NOT FIXED. I have just experienced this issue as have many others recently. As a developer myself, and know this is a 'simple fix', I will ask one question to you Virgin Media...

    --> WHY ARE YOU VERY DELIBERATELY NOT FIXING THIS SIMPLE ISSUE? !!!

     

  • Drumbeat's avatar
    Drumbeat
    Dialled in
    2 years ago

    Unable to change my contact number too. Can somebody help, please?

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Drumbeat,

      Thank you for your post. I am sorry for the issues you've had in changing your contact number. 

      Can you confirm if you have been able to try different web browsers?

      Also if you have been able to clear the cookies and cache and try again? 

      ^Martin

      • Drumbeat's avatar
        Drumbeat
        Dialled in
        2 years ago

        Hi Martin,

        Thanks for your reply.

        I have just tried to change the phone number using Firefox, Chrome and Safari, but I am still seeing the message telling me the change I made has not been saved. I cleared cookies and cache prior to making the number change.

  • Mike45450's avatar
    Mike45450
    Joining in
    8 months ago

    The fact this issue is STILL UNRESOLVED 2 years later, and has a 23 page forum thread dedicated to it is an absolute joke.

    • I try to change the contact phone number when logged into the account. It saves (apparently); it shows no errors nor confirmation. But, when I click out and back into the same page, the number reverts back to the old one
    • Sign out and sign in, clear cookies, private session, same issue
    • Call VM 150 from a landline. They change it, I refresh the account page while still on the phone, still shows the old number. Sign out, sign back in, same thing. Person on the phone reassures me it's changed on their side. I take their word for it
    • I call VM again for another matter about 10 minutes later. One of the security questions they ask is to confirm the telephone number. I tell them the NEW phone number, the one which I asked the other person on the phone to change it to, this new person is happy "yes correct that's the correct number". I think "great". 
    • After talking to this person, I'm eventually transferred to another person. This new person once again, asks me to confirm the telephone number on the account. I give the new number again, and again, it's accepted.
    • Fast forward to today, I find that the old phone number has received multiple follow up phone calls from VM! THE OLD NUMBER! After multiple people confirmed that the contact number had changed!!

    If I can't change it myself from the account page, and if a VM employee can't change it directly in the system, how the hell do I change my damn contact details so that it actually sticks?! How does it take OVER TWO YEARS to fix a simple contact detail updating function on an account, for a billion pound company?!?!?! What an absolute embarrassment. 

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      8 months ago

      Hi Mike45450, thank you for your post.

      We're sorry to hear about the poor experience you've had and that you feel this way 😔

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

  • myongen's avatar
    myongen
    Joining in
    6 months ago

    I cannot change my contact number as it reverts back every time to the old number, please help.