Marketing and Contact Preferences - Is it on or off?!

[TimDYo]

I have cancelled my Virgin Media subscription due to the multiple price increases (from £58 to £62 to £120) and in doing so I ended up speaking to a Virgin Media person (retentions maybe?!) a few days later. We had a chat about my account but I couldn't accept the offer of a new contract just because it was still a lot of money and I didn't quite understand the person so it made me hesitant to agree to something I didn't quite hear correctly. Due to this issue I *think* I ended up agreeing to having my Marketing and Contact preferences switched off. Again, I *think* the person then made a comment about attaching a note to my account saying I don't want to speak to Virgin Media again. However, I would actually be open to discussing a deal with Virgin Media so I decided to check my account and everything seemed okay in the Marketing and Contact preferences section to ensure that I could speak to a person if they decided to reach out to me. To make sure that my preferences were as I wanted them, I decided to select the options again, which were to be contacted by Email/Text message/Phone call/Post and I also selected the "Sounds Good! Keep me up to date option in my account. 

Despite selecting this I had a message telling me i've opted out - the opposite to what I wanted. 

I contacted VM help bot and the agent said they have changed it again so everything should be fine now. 

I've since gone back into my account and I am still getting the same messages, which suggests that something is either wrong with my account or i've got a note or setting which is permanently saying I'm opting out.

Can anyone member of VM check my account and tell me what's actually going on? Thanks!! 

[Kath_F]

Hi TimDYo, 

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 there's been some confusion in regards to your marketing preferences. Once it's updated, the change may take 28 days to show so this could be where the confusion comes from. We can check things at this end to see what is currently live for you though. 

In order to do that I will need to confirm some information with you to pass security so 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, 

[Kath_F]

Hi TimDYo, 

Thanks for sticking with me via private message. We're happy to have been able to resolve things and put your mind at ease. 

If you have any further queries or questions, you know where we are 🙂

Take care,