Forum Discussion

archiehunter's avatar
archiehunter
Tuning in
2 days ago

Helping relative with forgotten passwords

My brother’s wife recently passed away and she used to look after their VM account and email. He has recently bought a new mobile phone but has forgotten the password to both his account and email so cannot get into either. I’ve been assisting him with this but it’s been quite difficult. I spoke to the call centre last week but he has to give me permission to do this for him but has difficulty understanding them as he is partially deaf. Is there an easy way for us to do this so I can help him ?

2 Replies

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    23 hours ago

    Hi archiehunter thanks for posting although we're sorry to hear of the your brother's wife passing - please accept our sincerest condolences.

    Unfortunately we don't have the capacity over to here to help with passwords for My Virgin Media, but we'd advise using WhatsApp Message to speak to our contact centre colleagues on +44 7803 089 684.

    The issue you may face though is that the team would need to speak to the account holder, and if this is your brother's wife, then your brother may need to speak to our Bereavement Team on 0800 952 2302 so they can arrange to transfer the account over.

    Many thanks