Forum Discussion

Terrym52's avatar
Terrym52
Tuning in
21 days ago
Solved

Forgot original account password

Hi,

Have been trying to speak to VM but am asked for letters from my original password set at the time of opening my account/contract - which I have forgotten. Just to be clear this is not the pw for my online account which I know how to reset.

I can't find any discussion on this , its all about re-setting online account passwords. Can anyone help please? Thanks.

  • Graham_A's avatar
    Graham_A
    Very Insightful Person

    Log into your My Virgin Media account concerned and click on Account Details then My Virgin Media account settings.  Scroll down to the Telephone security section and follow the process to reset the Telephone passphrase.

  • Thanks for this. I have re-set the memorable word under telephone security but there is no way to check or change the password.

    The bot on the phone kept asking for letters from my original password so I couldn't get past this to speak to a human. Should it also switch to a memorable word question if I can't give password answers? Thanks.

    • newapollo's avatar
      newapollo
      Very Insightful Person

      The telephone password is the memorable word.  

  • Thanks! Yes, just spoken to VM and they explained that. Cheers.

    • Akua_A's avatar
      Akua_A
      Forum Team

      Hi Terrym52 

      Welcome to our forums. We are glad to see our team and community were able to help with your telephone password query. Please do not hesitate to contact us if you need any further help.

      Thanks,