Forum Discussion

regentroad5's avatar
regentroad5
Superfast
2 days ago

Online Account problem.

I'm having problems when I log on to my online account, specifically the "marketing and contact" section.

The box where you tick you are happy to be contacted (" Sounds good! Keep me up to date")  keeps showing up unticked. When I tick it and click on the "save changes" part, I either get the message, "You've opted out. This may take 28 days", or "Sorry the changes you made were not saved, please try again later".

I've rung Virgin a couple of times and they assure me everything is OK, but I'm not sure.

The reason I'm pushing it is because in a few months my contract expires, and I want to be sure retentions are in a position to contact me if necessary.

Any advice please?

3 Replies

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    23 hours ago

    Hello regentroad5.

    Thanks for your post and welcome back to our community.

    Sorry to hear about the difficulty you're having updating your contract preferences.

    Can we please ask if you've tried this through our App here 

    Once signed in, head to settings and let us know if that helps.

    Gareth_L

     

    • regentroad5's avatar
      regentroad5
      Superfast
      15 hours ago

      Hi Gareth.

      Thank you for providing this. Unfortunately I do not havea smart phone so am unable make use of it.

      I'm only able to log on to my VM account via my PC, and problems arise when I attempt to update my marketing and contact preferences.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        12 hours ago

        Hi regentroad5, 

        Thanks for coming back to us on this. The teams won't call with any offers, however you will receive an email around 30 days before the end of your minimum term. You'll receive this regardless of whether you are opting in or not. Once you're in the last 30 days, your online My VM account will also show any available offers for renewal.

        Let us know if you have any further issues though. 

        Many thanks,