on 27-03-2023 17:37
I switched from EE to Virgin a little while ago. I've gone to change some details (like email address, as it's linked to a soon to be deactivated @virginmedia.com email) and I've found there are a number of things I can't change. I can't turn off parental controls, I can't change my spend cap (which I only wanted to do because I saw it can fix an issue I have where I can't call specific UK mobile numbers, even with unlimited inclusive minutes), and I can't update my email address either, which I will NEED to do as the one currently linked to the account will be deleted in a couple of months.
If anyone can point me in the direction I need to look to get this working, that would be great. I've tried doing it both through my account on the website and the app on iPhone.
on 27-03-2023 17:44
Hello philmells
Sorry to hear of the problems accessing your account to update your details, we appreciate the concern and you raising this via the forums. Welcome to the community.
From what you have advised it appears this is in relation to a mobile account (spend cap, parental controls etc) Are you trying to access this here as there are two different log in options for Virgin Media and Virgin Mobile?
Rob
on 27-03-2023 20:39
Hi Rob,
Yes, I was going through the Virgin Mobile logins and not the Virgin Media logins.
Thanks,
Phil
on 27-03-2023 20:41
No worries philmells, is this now resolved? Have you been able to make the changes?
Rob
on 27-03-2023 20:43
Hi Rob,
As said, I was already trying to do this through Virgin Mobile account screens. And no it's still not working, I am not able to update any details, not my account email, spend cap, or parental controls etc.
Thanks,
Phil
on 27-03-2023 20:54
What happens when you try to make the changes philmells? Are you able to sign into the online account? Do you get any error messages?
Rob
on 28-03-2023 12:06
Yes, I'm able to sign into the online account, I wouldn't be able to attempt the changes otherwise. The error message that comes up is slightly different depending on what it is.
For changing my email address through the web interface, I get "This action cannot be carried out as the Financial Account has a soft lock active."
For changing my spending cap I get "Update Spending Error" with no other information.
For changing my parental controls I get "This action cannot be carried out as the Financial Account has a soft lock active."
So I'm guessing it's all to do with the "soft lock", however no further information is being given and no resolution is being suggested
on 28-03-2023 12:26
Hi philmells
Have you been notified recently about moving to an 02 plan?
If so, this will be why the soft lock has been applied,
This is only temporary.
You will be able to make changes again the day after you've been fully migrated to O2.
We apologise for any inconvenience that may be caused in the meantime.
Vikki - Forum Team
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on 28-03-2023 14:10
This is actually causing me problems because there are some UK mobile numbers that I am unable to call as I "don't have enough credit", even though I'm on unlimited minutes with my pay monthly contract. Is there any ETA for when this will be completed? I've been having these issues for more than two weeks now.
on 28-03-2023 14:28
Hello philmells.
We know it is not ideal, This is something we are fully aware of and are looking to fix this as soon as we can.
Sorry for any inconvenience this may be causing you right now.
Gareth_L