Cancelling or reducing the cost of my account

Try resetting your telephone password as described here

Can't reset memorable word | Virgin Media Community - 5658790

Hi Rachael10 👋.

Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with gaining access to your account. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina