Forum Discussion

jamsp's avatar
jamsp
Joining in
2 months ago

Re: Unable to switch to ebilling

Hi there, I'm having this same exact issue - Unable to switch to eBilling and there is no option listed under My Profile or My Account to turn eBilling on. When I go to the Marketing and Contact Preference section, then Contact Preferences, and click Edit, there is no option for "eBills, email, text", there is only "Email / Text message / Phone call / Post".

Can someone please assist me in switching to eBilling? I have no need whatsoever for a paper bill, it is a waste of resource, and a waste of £1.75. 

Thanks in advance for your assistance!

 
  • unisoft's avatar
    unisoft
    Knows their stuff
    2 months ago

    After enabling those contact options it can take up to 30 days to apply fro memory....it is now those contact options that set eblling as opposed to a previous legacy setting for ebilling....

  • Beth_G's avatar
    Beth_G
    Forum Team
    2 months ago

    Hi jamsp,

    Thank you for your post, welcome to the Community Forums. I'm sorry to hear you're struggling to switch to eBilling. I'll be happy to help with this.

    I've popped you over a private message so I can take your details.

  • nigelar's avatar
    nigelar
    On our wavelength
    2 months ago

    Virgin simply do not have a clue about this. I went to through this rigmarole on behalf of an recently bereaved elderly neighbour back in July 2024. I could not find the option via the neighbours online account to end paper billing. I phoned Virgin and asked them how to do it. Cocky sounding agent reeled off a list of instructions. I tried them while he was on the call. No such option. I told him this and there was a snort of disbelief. So i challenged him to find the option himself. After a period of silence the now less cocky sounding agent came back and admitted he could not find the option either. He agreed to make the change via whatever system function is available and thankfully this worked.

    I did suggest it might be a good idea to ensure this function was available to allow  customers to amend this detail via their on line accounts. Thereby not angering customers, reducing calls to agents and, from what I've read a constant string of queries to this forum. He agreed that would be a good thing and said he would raise that as an issue so a change could be made.

    It's 6 months later now. How's that going?