Hello I have just realised that contract updates are still being sent to an old and unused email address even though my contact preference and account sign-in email is my new email address. How can I get it changed to send contract changes to my new email?
Many thanks
Hi there brizzleboi 👋 Welcome to our forum and thanks for your post 😊
I'll certainly be happy to help have the emails updated if it's not done this when updating online. I'll pop you a PM to confirm some details so this can be done.
Regards
Nathan
Hi Nathan, I’m having the same issue, can you please message me, thanks!
Hi lotti3p,
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 your email address is incorrect. 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,
Resolved, thanks Nathan.
Great stuff, thanks for letting me know 😊
If you need anything else, just pop back here. We're always happy to help.
Regards
Nathan
Hi, I seem to have the same problem - just upgraded bundle online and the email was sent to old email address which is closed (I hope). Are you able to resend it to correct email which shows on my account details?
Just curious as to why this is still happening? Looks like people have been complaining about this for the last few years, are you not able to fix it on your system? It could be a potential data protection issue if the email goes to an account which has been closed and re-assigned to a new owner. Not sure if that happens with hotmail or gmail, there seems to be some confusion about whether this is possible. But thanks anyway for any help.
Hello ann_with_no_e,
Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account and email account. If your email address has been closed, it would not be given to any other person, once it has been closed down, so any information would not go to other people.
We are unable to comment on the issues that occured on other customers accounts. Have you previously updated your contact email address on our system?
Kind Regards,
Steven_L
Thank you for joining us on private message ann_with_no_e
Glad we were able to get this sorted for you.
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).
Hi Steven, yes I have updated my email on the account settings page (for marketing, billing etc.). The problem seems to be your upgrade bundle software doesn't seem to check this, it just uses any old email that was originally used probably when the account was first set up. Don't know if you can fix this but would be better so we can get confirmation of package changes. Can you see on your system my upgrade request and resend the email if I give you the correct email address? It's the same email that I use to log in here. Thanks.
We can certainly check to see if the email has been updated on our side and send the contract to a new email. 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 selecting 'Messages' from the drop-down.
