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UltimateRoboLvr's avatar
UltimateRoboLvr
Joining in
2 years ago
Solved

Can't reset Memorable Word

I'm trying to call but it says that I need my memorable word. I don't recall setting one, so I've looked under Account Settings online and there's no option to either see or change it (there is no Telephone Security Details section). Curiously, my account number is also missing from the top of the page, so maybe something is broken.

I've tried it on Firefox and Edge. This is all of the options that I see:

 

  • Ashleigh_C's avatar
    Ashleigh_C
    2 years ago

    Hi there UltimateRoboLvr 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I would be happy to take a closer look into this with you via a private message. Please do be aware if you currently have a Virgin email as your log in username for My Virgin Media you will need to reset this to a third party email for future use. 

    I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

     

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  • UltimateRoboLvr's avatar
    UltimateRoboLvr
    Joining in
    2 years ago

    I've just tried to use WhatsApp to ask about this: what a thankless exercise. I selected Account Access > My Virgin Media access and now it insists that I must want to do email address recovery, a password reset, or sign up for My Virgin Media. Nothing I type will take me back to the beginning. Shockingly bad.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      2 years ago

      Hi there UltimateRoboLvr 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      I would be happy to take a closer look into this with you via a private message. Please do be aware if you currently have a Virgin email as your log in username for My Virgin Media you will need to reset this to a third party email for future use. 

      I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

       

      • UltimateRoboLvr's avatar
        UltimateRoboLvr
        Joining in
        2 years ago

        Thanks for replying Ashleigh. It's actually fixed itself and I've managed to do what I needed. Extra icons appeared in Account Settings. All a bit weird, but I'll leave it for now. Thanks for the offer!