Forum Discussion

shelleyfollows's avatar
shelleyfollows
Joining in
2 years ago

New contract sent to old email

Hello,

I updated my email address for my Virgin Media account - both login and contact details and this shows on my profile a couple of months ago.

However, today I made an upgrade to my package and new contract/agreement was sent, but appear to have gone to my old email address rather than the new one. 

My bills etc go to my new account so not sure why the contract has been sent to the old one. I can't even see the old email showing on my profile anymore. How can I check this to make sure its removed & get the new agreement resent?

Any help would be appreciated. 

  • Adri_G's avatar
    Adri_G
    Forum Team (Retired)

    Hello shelleyfollows, thank you for your post on our help forums and welcome on board with our community.

    We are sorry to hear that our communication goes to your old email address and you cannot view it, we'd love to support you with that.

    As you're suggesting you've changed the email address to a new one recently, this would now be your username for MyVM however the old address would stay as registered account address and also may still be used as the contact email for our communication to us.

    To rectify this, we can ensure the email on your contact details is updated and also re-send the document to your new email so you get to keep hold of a copy.

    Happy to help, I will need to message you privately and do this soon.

    Please, check the top right-hand side of our page to find a purple envelope.
    Click on this and you'll see my message.

    • Jcbtn's avatar
      Jcbtn
      Joining in

      I have this issue. Not a new customer and email was updated long time ago. What do I need to do?

      • Alex_RM's avatar
        Alex_RM
        Forum Team

        Hi Jcbtn,

        Thanks for posting and welcome to our community 🙂

        Sorry to hear your details aren't correct, so I can check this for you I've popped you over private message.

        Alex_Rm

    • lotti3p's avatar
      lotti3p
      Joining in

      Hi Adri, I’m having the same problem, can you message me please, thanks!

      • Kath_P's avatar
        Kath_P
        Forum Team

        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.

        I've just replied to your thread here: Contracts being sent to old email address

        Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

        Have a look at my reply on the other thread and stick with that one so we keep all the information in one place. 

        Thanks,