Can't swap to e-billing

Question

Can someone from your team DM me ASAP to resolve my problem and swap me to e-billing.I've spent an hour (yes, really) on your site trying to work out how your UX has gone so wrong that you've made it borderline impossible for people being charged £1.75 a month to opt-out. I'm not having trouble doing it - you've made it impossible to do! I'm feeling very annoyed and frustrated.&nbsp;Every piece of advice given in your forums (which I've read through) also echoes the same wrong difficult advice - "go to my profile, then .." when most people don't have this option.As an aside...I'd also recommend flagging this to your digital comms manager because this is a fairly major problem that feels illegal - are you hoping that people will give up trying to swap to e-billing and thus continue paying an extra £21 a year for the duration of their contracts ? I assume not, but it's definitely given me that impression. Why is it only doable if you are PMd by someone?I work as a digital comms manager, and this is all really bad form.&nbsp;Is it something to do with the 'type' of account we hold, if we're registered to view a specific type of members page?I'd also suggest training your agents and moderators to give appropriate advice, instead of repeating the same guidance as they do on this page.&nbsp;FYI&nbsp;virginmedia.com/help/virgin-media-ebilling is an automatic redirect, and is currently on your paper comms! So must be deleted. You should instead say, some members might have to register to post on our forums, then ask for one of our team to DM you. As this so far appears to be the only way?&nbsp;

Ashleigh_C · Answer

Hi there NancyKS&nbsp;
Thank you so much for your post and welcome to the community forums, it's great to have you here.&nbsp;
I am so sorry to hear that you are facing an issue swapping over to eBilling, I know you have mentioned that you have tried and been unable to do so via the site but I just need to ask some further information so I can best understand what is actually happening.
Are you following these steps to register via your My Virgin Media profile:&nbsp;

Register or sign into My Virgin Media.
 Click My Profile at the top of the page.
 Scroll down to the eBilling section and click Switch to eBilling.
 Follow the instructions on-screen.

If these are the steps you have followed, at what stage of the process do you hit an issue and what is happening? Are you trying via the web page or app version of My Virgin Media

NancyKS · Answer

There is no "go to my profile" option.&nbsp;

NancyKS · Answer

I have&nbsp;Billing&nbsp;- My options here are to download PDF bill or view bill in my virgin media, manage my direct debit and refer a friend&nbsp;Then&nbsp;Change my package&nbsp;My current package&nbsp;Eail&nbsp;Home move&nbsp;Check service status&nbsp;Help&nbsp;Account Settings - this has "my virgin account details" which invites me to set passwords, etc, marketing and contact preferences with no extra info, online security and device authentication.&nbsp;&nbsp;No where is "My Profile" this is an outdated option that has clearly been removed from a massive number of people's accounts.Please remove paper billing from my account immediately, I've been trying for a long time to do this and it's costing me money and you make it impossible. I'm really annoyed.

Tom_W1 · Answer

Hi NancyKS thanks for your message here, sorry you're experiencing difficulties with this.
Please let me get this sorted for you.
Expect the PM from me to arrive shortly and respond directly when you can!
 Many thanks

shawty1984 · Answer

Have you tried following your own advice? Can you provide screenshots of this, My Profile button?

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