Password safety

Question

Hi&nbsp;
&nbsp;VMs own website tells us&nbsp;
Don't share passwords with anyone, not even technical support agents
Yet, on VMs Bereavement Transfer Form, I'm being asked to choose and write down an account password and share this by saving the form and emailing it with the team, or putting it in the post.&nbsp;
When I queried this password issue the reply by email was 
quote All we can do is reassure you that your information will not be passed over to anyone else and our emails are screened from security for incoming and outgoing emails. unquote&nbsp;
Help, me out here please.&nbsp;

用心棒 · Answer

The password being request is the memorable word which is used by Virgin Media to verify communication is with the account holder; set this to a unique password not previously used elsewhere. Once set you can change this by:

signing in here My Virgin Media using the account holder's authentication credentials
select Account settings > My Virgin Media  account details > Edit (located adjacent to Memorable word), for example as highlighted in following screenshot:

--
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

MirMar · Answer

I agree,&nbsp; it's a badly worded form. Thanks for your reply.&nbsp;&nbsp;There is a difference between an account password and a memorable word!&nbsp; When I tried phoning 150 to speak to an agent,&nbsp; they ask for letters from memorable word, I can't proceed as account holder is deceased. Yet the transfer form doesn't mention the term memorable word at all.I will try again to clarify this with the bereavement team by email as I can't get them by phone.There's another confusing line in the form about consent in relation to the transfer,&nbsp; which is very badly worded too.&nbsp;I don't need the additional hassle and frustration right now.&nbsp;&nbsp;

Ashleigh_C · Answer

Hi there MirMar&nbsp;
Thank you so much for your post and welcome to the community forums, it's great to have you here.&nbsp;
I am so sorry for the confusion regarding the account and transfer and I am so sorry that the wording proved to be confusing. I will pass this feedback onto our teams to be considered for any future updates.&nbsp;
Have you been able to sort the account transfer since with our team?

MirMar · Answer

The issue of having to share my password has not been resolved, it appears now I am left with no option but to share my password.&nbsp; Hoping the transfer will now proceed without any hitches.&nbsp;

MirMar · Answer

Thank you

Forum Discussion

Password safety

5 Replies

Related Content

Children Safety Feature at Risk since May 2024

Getting new password for additional virgin mail account when password forgotten

Password reset

EMAIL PASSWORD CHANGE

Changing email password