Can’t change my contact number

[nochance]

same issue for me. if I change the number & click save, it says " ✅ contact phone number saved " at the top of the screen, but then returning to the page later it still shows the old number...

similarly with the marketing preferences, i am opted in (the box is ticked) but if you click Save, it says you've opted out ??

now maybe that is something that might make virgin decide to fix this issue at long last?

[MOD EDIT: Post split to create own thread]

[Zach_R]

Hi @nochance,

Thank you for your post and welcome to our community forums. We're here to help.

I'm sorry to hear that you're facing the same issue when attempting to update details on your online account. If it's confirming the change is successful but showing the opposite then it may be a cache issue. Can you try clearing cache and cookies and then giving it another go?

Thanks,
 

[nochance]

thanks for the reply, but as with the previous poster (who tried 4 browsers, cleared cache and even incognito mode) it still doesn't work... i tried the web site on a pc (in chrome & in edge) and the phone app too, all do the same (and i have cleared cache & restarted the browser).

i've attached a screen shot from the contact preferences message for you.

 

[Daniel_Et]

Hi @nochance, thank you for your response.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel