Forum Discussion

MrsLT's avatar
MrsLT
Joining in
11 months ago

Can't update telephone number in My Account

Hi,

I am trying to update my phone number in account details from my old landline to my mobile number.

I enter the new number and click save and get a message in a green box at the top of the screen saying number saved.  However every time I log back into my Virgin Media the old number is back again!

I have tried this on both the app and web browser - both Firefox and Edge and the same happens on all three.  Clearing cookies, cache etc doesn't have any effect.

Can you please advise?

  • Molly_T's avatar
    Molly_T
    Forum Team
    11 months ago

    Hi MrsLT 👋 Welcome to the community forum! Thanks for posting. 
    Sorry to hear about these difficulties updating your contact information via My VM 👉 virg.in/myVM 

    It may be best if we check and ensure this is updated on the account for you. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

  • Molly_T's avatar
    Molly_T
    Forum Team
    11 months ago

    Hi All 👋 Just returning to this public thread with an update!

    Thanks to MrsLT for PMing with me - we were able to confirm the details needed to update the contact information. 

    Hopefully this will reflect soon in my VM 🤞 as it's now all correct on our side. 
    Thanks for your patience whilst I offered support! Let us know if there's anything else you need. 

    All the best