Random phone number showing in account details. Can't change it.

[NeedAUsername]

Hi,

I logged into my account to check the phone number and that marketing consent was set correctly but the phone number shown is wrong. It's not a phone number that I recognise. Hopefully this isn't another customers phone number as that would be a rather serious data issue?

I've tried changing it and get a message to say it's been updated but then I refresh the page and it goes back to this random number that isn't mine. It would appear from numerous forum posts that this issue has been going on for a couple of years?

I also wanted to enable marketing calls. I ticked the box, clicked save and it told me I had opted out?! Unticked the box and it told me I had opted out. Ticked it again and was told I'd opted out. It would appear I can only opt out but not opt in?

Is there anyone that can help here? Thanks!

[Daniel_Et]

Hi @NeedAUsername 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the problems you've been having 😔

Just to confirm, are you experiencing exactly the same issues when trying to make the necessary changes both through the My Virgin Media website and the app?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[NeedAUsername]

Hi,

I can confirm it doesn't work in the app or through the website. The wrong phone number just keeps coming back.

Thanks.

[David_Bn · Accepted solution]

Thanks for coming back to us @NeedAUsername.

Let's take a closer look into this for you to see if this can be resolved.

Check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn