I moved house over a year ago and provided Virgin Media with details at the time as I needed to cancel my broadband service because my new address had no coverage. All fine.
I also have a mobile contract and today I have tried to pay off the outstanding balance on the handset. The address listed in Virgin Mobile is the correct address but apparently when trying to authorise a card payment my old address details are being supplied so the payment doesn't go through.
I was advised to update my details on the Virgin Media site but none of the email addresses I supply appear valid - perhaps the account no longer exists? As I can't access an account to update the address I appear stuck. Unless I updated my email address before the move (unlikely) then I also no longer have access to old email addresses as I have have let the domains expire.
Any thoughts on how to resolve this? I could just keep paying the monthly handset amount until it is paid in full in 6 months I suppose but I wanted to clear it.
Yes, that is what I had done. I called up to settle and they tried to take a card payment but couldn't. I was told it was because the address they had on file was different to my current address and where my card is registered. The system was automatically supplying my previous address.
On my Virgin Mobile profile the address is correct but the agent said I needed to correct it on the Virgin Media site. However, my account there seems to have been closed down (cancelled Virgin Media services over a year ago when I moved) so I cannot sign in to update anything.
I had thought that perhaps I was using an old email address for that account but I have the email from Virgin Media confirming that I changed the email address to my current one. Trying to sign in with it fails and if I try to reset the password it advises that the email address is unknown - hence my suspicion that the account no longer exists.