on 25-11-2019 15:29
I've been trying to change the email on my virgin media account for months now and every time it says "Sorry, we can't confirm your username" and i don't know what to do next
on 27-11-2019 15:38
Thank you for your post Ben_Ward and welcome to our community.
Could we please confirm if you're using the correct email as the username to do this? As the message showing would suggest that the email you're inputting isn't registered on the My Virgin Media systems.
Thank you, Emily.
on 27-11-2019 15:49
hello, the original email account i am trying to change from is "[MOD EDIT: Removed]@blueyonder.co.uk" and I'm trying to change to "[MOD EDIT: Removed]@gmail.com". when i get the email to change my username to "[MOD EDIT: Removed]@gmail.com" the link doesn't work and the error message is;
Sorry, we can't confirm your username
Sorry, but we're having a few technical problems, and we can't confirm your username at the moment. We're working on it, so please try again later.
on 27-11-2019 15:55
Thank you for the update, we do advise removing your emails from the previous post to keep your information secure.
Could we please confirm if you're logging into your account and going through the 'Change my details' option in here? You should then receive an email which will detail on the next steps to do this.
Let us know if this message is showing through this method and we can advise further if needed.
Thank you, Emily.
on 27-11-2019 16:02
i go to my details then click the change button next to the old email address and i type my new one in and i receive an email a few minutes later, when i click the link to verify that's when the error message appears.
on 27-11-2019 17:15
Hi ben__ward
Can you confirm if this happens on multiple broswers?
Kind regards
Chris.
on 27-11-2019 17:53
ive tried it on multiple browsers and it comes up the same error message
on 29-11-2019 14:31
Thank you for letting us know, ben__ward.
Does the new email you're changing it to include any special characters, such as +?
Thanks,
Rachael
on 29-11-2019 23:14
No it just contains letters and numbers
on 30-11-2019 12:34
Hi ben_ward,
Sorry you are still having issues with this. I will pop you over a private message so we can have a look at this. Keep an eye out for the purple envelope.
Many thanks,
Zoie_P