Can`t change my contact phone number

[Silviumik]

Hello, I`m a new client and just placed the order yesterday 18 Jan. When I made the order I have typed my phone number wrong, only 1 digit. Today I managed to create a Virgin Media Account but when trying to change my phone number I always get this error: "Sorry the changes you made were not saved, please try again" or if I leave it with spaces I get this error: "Please enter a valid 11 digit phone number starting with 0"

I have tried multiple browsers, Laptop. mobile etc.

Could any mod please assist?

Thanks so much.

[Alex_RM · Accepted solution]

Hi Silviumik,

Thanks for posting and welcome to our community 🙂

Sorry to see you're having some trouble updating your contact information. So I can take a closer at this I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm

[Alex_RM]

Thanks for joining me over private message Silviumik 🙂

Glad I was able to help.

Take care,

Alex_Rm

[Anonymous]

I am having the same issue. Digits are transposed and I cannot sign in to get text verifications.

[Carley_S]

Hi @Anonymous 

Welcome to the community forums. 

Sorry to hear that you're having issues with signing into your online account. 

Can you advise what error messages or codes you see when you try to log in?

[Anonymous]

I am trying to access/sign into the Virgin/O2 app but my phone number is incorrect in my Virgin account. I can't change it on the Virgin app or website.

[Carley_S]

Thank you for confirming this @Anonymous 

So you're security question answer is incorrect for you contact number? We can look to change this for you if so, 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

[Carley_S]

Thank you for joining me on private message @Anonymous 

Unfortunately, we would need to speak directly with the account holder to be able to perform the request to change the contact number we have on the account. They can contact us on 789 from you Virgin Media handset or on 0345 600 0789 from any other line. The team will be able to assist further once data protection has been fully passed. 

[Anonymous]

He called earlier, but could not get to an option to speak to someone, got frustrated, and asked me to figure this out.

Will that number get him to a real person with an answer?

Apparently this non-editing of the number in the VM account has been a problem for YEARS. Why is there an edit option if it won't ley customers edit it? It's a simple transposition of 2 numbers in our number!

[Carley_S]

My apologies @Anonymous that your husband was unable to speak to someone on the phone. The numbers provided will direct you to the customer service team that can support further. There are BOT's at the beginning of the call to direct your query and ask starting questions to help advise and support those that can sometimes get their answers from the website or self care, but if they stay on the line and select the options most suitable to them, they will be directed into the call queue and an agent will respond when available. 

Alternatively, they can create their own community forums account and ask for support themselves here and we'll be able to support in changing the contact number here too.