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Cannot change phone number in account settings

Joining in

Hello I have recently cancelled my virgin media services, cancellation due at the end of the month. I have just noticed there is a typing error in my registered phone number. I have tried changing via the web browser and mobile app but both report "Sorry the changes you made were not saved, please try again." I just wanted to correct it incase Virgin needed to contact me in regards of my cancellation. Any advice would be appreciated. Thank you


Forum Team
Forum Team

Hi @Everton18 thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

We'll need to raise an IT Ticket for you to help with this, but this is possible it may not be resolved until after you have left us.

Despite this, please allow me to send you a PM so I can look into things further for you.

Kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks


Up to speed

Hi Buddy .. you are not the only one .. I have been trying to change my phone number in account settings for some years .. and despite consultations  and advice I still have an old phone number well extinct in the eons of time.

I would love to have my current mob tp number appended to my account ... but the system refuses to do it ..why worry I say.. I have enabled marketing preferences ..VM will not be able to ring me or bother me with selling but that is their misfortune not mine ... yes any tp changes will not be amended etc..... as yourself have found out ..does not bother me at all VM are the losers .. I pay ok my account each month .. hey ho buddy .

Hi Alby41, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having an issue with updating your phone number on your account. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊


Forum Team

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