Important Emails Going To An Old Yahoo Email Address

[Obiwan_65]

20 years ago I signed up with NTL using a Yahoo email address. Several years later, Virgin took over the brand. I had then ditched Yahoo and moved to Google Mail. For my Virgin Media account, my contact email address has for years now been a Virgin Mail address (@virginmedia.com), and my log in email address has always been the same address given to me when I signed up with NTL. Everything gets forwarded to my Google Mail account that I have been using for a long time now.

Every time I am supposed to receive an important message from virgin, it always goes to my old yahoo address that was deactivated years ago. I always receive my bills and other Virgin related mail fine, sent to the correct email address. I have told Virgin about this twice over the years, when speaking to them on the phone. But recently, I have been trying to renew my Virgin Media contract, trying to take up a renewal offer, but as soon as I finish, it says confirmation has been sent to this old Yahoo address. I have tried changing both my contact address and log in address to my Gmail account, thinking that maybe it's because a non Virgin mail address was needed, then tried again to renew my contract, but it still sends details to this old yahoo account.

In summary, can Virgin please remove information for my old yahoo account that doesn't exist, and send all correspondence to the email address I have supplied for both logging in to my account and my contact preferences. I have looked everywhere around my account details but there is no mention of this old email to delete.

Thanks!

[John_GS]

Hi @Obiwan_65 

Thanks for posting and welcome back to the community.

Sorry to hear of the email issue.

Can you sign into your online account for me, go to account settings. Under this should be contact email.

Please ensure this is updated to the one you want it to be :).

[Obiwan_65]

Thanks for the reply John. However, as I said in my post, both the contact email address and my log in address are both now a Gmail address that I currently use. This problem happens now and then when I get something important from Virgin, such as contract renewal etc. All bills and other emails are received fine.

[Ashleigh_C]

Thank you for confirming @Obiwan_65 

I'm going to pop you a private message so we can take a closer look into this and see what we can arrange. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.