Cannot change to eBilling

Question

Hi Virgin Media,I'm having a problem changing from a paper bill to eBilling. Up until September 2023, our family was using my father's broadband account however, the payments were coming out of my bank account. Virgin Media always emailed me my bill but since the account was closed and hanged over to my name, the bills have been sent through the post. This wasn't an option I selected, so I am wondering why I keep receiving paper bills instead of eBills? I had already selected my communication preferences on my account but despite this, I'm still getting the paper bills and I'm being charged £1.75 for them.&nbsp;Can someone help me sort this out please? As I mentioned, I had already opted to receive eBills. Below is what I had selected back in September:Communication preferenceFormateBills / Email / TextThanks&nbsp;

Matthew_ML · Answer

Hey there doonick, thank you for reaching out and I am sorry to hear this,
It sounds like the settings may have not changed when you swapped it over.
Please follow these steps and let us know how you get on;

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.

Cheers&nbsp;

doonick · Answer

Hi MattWhen you click on the hyperlinked 'My Virgin Media' there isn't a My Profile, it just takes you straight to the Account Details page where the only option is to select&nbsp;eBills / Email / Text&nbsp;in the Communications section. I had already selected that back in September so I'm not sure why I'm receiving paper bills.&nbsp;There doesn't seem to be any option for me to manually switch other than in Communication preference which I have already done.Thanks

Adri_G · Answer

Hi, doonick.Sorry to see the issue with this persists, to explain you should be able to log on and this takes you to the home page, then hit the account settings button and go to account details from there, unless you've stayed signed on and iy just pops you to the same page you left it previously.Could you kindly confirm if you mean when accessing your new account you can still see the e-billing option active but in fact you get paper bills regardless?If this is the case let us know and we're happy to assist, cheers.

doonick · Answer

Hi Adri,There is no option for e-billing. I have attached a screenshot of the account details page (I have blanked out my personal details). The only option to select e-billing is under the communication preference. I had already selected&nbsp;eBills / Email / Text but I'm not receiving my bills via email or receiving texts, even though I have added my email address which is the same one I use to login to my account.Out of curiosity, I re-entered my email address in the contact details section and when I received the link to verify it, the verification link didn't work, it said it had expired&nbsp;even though I had clicked on the link in the message as soon as I received it.&nbsp;Can someone check to see if my email address has been verified? Maybe that's why I'm not receiving eBills.Looking at the forum, it seems this is not an isolated case and other people have had the same issue.&nbsp;Thanks&nbsp;

Kath_P · Answer

Hi doonick,&nbsp;
Thanks for taking the time to update us in the Community. ⭐
We're sorry to hear this is ongoing for you. 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.&nbsp;
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'. 😊
Thanks,&nbsp;

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