Cannot change my contact phone nr

[s_laroque_08]

Hello, everytime I update the website on 'myvirgin media' it changes back to the old phone nr. Could someone please get in contact with me to solve this issue. Thank you!

[Zach_R]

Hi @s_laroque_08,

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

I'm sorry to hear that there appears to be an issue with a number on the online account. When and how did you change the number with us? Have you ported a number across to us from a previous provider, or have we given you a new one?

Thanks,
 

[s_laroque_08]

We are currently in the process of moving house, and as part of that we are changing the contact details for this contract as the current details belong to our roommate who is not moving with us. therefore, I have changed our details (bank account etc) in my virgin media, as well as the email address which all worked fine. however the phone nr keeps reverting back to the old one when the website is refreshed, which is a problem as you then contacted the person by phone who is not moving to the new property about how to set up the router in the new house etc. could you please help me change the phone nr?

[Ashleigh_C]

Thank you @s_laroque_08 

To confirm, is the account still in the old roommates name? This would mean they are the named account holder and there are certain things, such as changing the contact number on our side that can only be completed with the named account holder. 

If the named account holder will no longer be involved in the account, we would recommend closing the account in their name so they do not have any attachment to the account anymore and starting a new account in your own name.