Forum Discussion

doonick's avatar
doonick
On our wavelength
2 years ago

Cannot change to eBilling

Hi Virgin Media, I'm having a problem changing from a paper bill to eBilling. Up until September 2023, our family was using my father's broadband account however, the payments were coming out of my ...
EBilling
Matthew_ML's avatar
Matthew_ML
Forum Team
2 years ago

Hey there doonick, thank you for reaching out and I am sorry to hear this,

It sounds like the settings may have not changed when you swapped it over.

Please follow these steps and let us know how you get on;

  1. Register or sign into My Virgin Media.
  2. Click My Profile at the top of the page.
  3. Scroll down to the eBilling section and click Switch to eBilling.
  4. Follow the instructions on-screen.


Cheers 

doonick's avatar
doonick
On our wavelength
2 years ago

Hi Matt

When you click on the hyperlinked 'My Virgin Media' there isn't a My Profile, it just takes you straight to the Account Details page where the only option is to select eBills / Email / Text in the Communications section. I had already selected that back in September so I'm not sure why I'm receiving paper bills. 

There doesn't seem to be any option for me to manually switch other than in Communication preference which I have already done.

Thanks

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

    Hi, doonick.
    Sorry to see the issue with this persists, to explain you should be able to log on and this takes you to the home page, then hit the account settings button and go to account details from there, unless you've stayed signed on and iy just pops you to the same page you left it previously.
    Could you kindly confirm if you mean when accessing your new account you can still see the e-billing option active but in fact you get paper bills regardless?
    If this is the case let us know and we're happy to assist, cheers.

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

      Hi Adri,

      There is no option for e-billing. I have attached a screenshot of the account details page (I have blanked out my personal details). The only option to select e-billing is under the communication preference. I had already selected eBills / Email / Text but I'm not receiving my bills via email or receiving texts, even though I have added my email address which is the same one I use to login to my account.

      Out of curiosity, I re-entered my email address in the contact details section and when I received the link to verify it, the verification link didn't work, it said it had expired even though I had clicked on the link in the message as soon as I received it. 

      Can someone check to see if my email address has been verified? Maybe that's why I'm not receiving eBills.

      Looking at the forum, it seems this is not an isolated case and other people have had the same issue. 

      Thanks

       

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 years ago

        Hi doonick, 

        Thanks for taking the time to update us in the Community. ⭐

        We're sorry to hear this is ongoing for you. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

        I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks,