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mikes2400's avatar
mikes2400
Fibre optic
4 months ago
Solved

I can't find out what my memorable word is

On a recent phone enquiry with Virgin I was asked for my memorable word. I have a 8 digit telephone password that I usually use but apparently that is different - I was told the memorable word has more than 8 digits.

I looked at the security settings on my account on the Virgin website but it wouldn't tell me the memorable word. It emailed me a link to verify my identity - which I did - but it made no difference - I still was not able to access any of my security settings. 

How can I  find out what my memorable word is? (if i have one). This has never happened before - i've always used my telephone password before but apparently that's not acceptable any more.

6 Replies

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  • Charming's avatar
    Charming
    On our wavelength
    4 months ago

    Webchat Customer Services/Complaints on here, that's how I sorted mine out - you might be asked secondary security questions, if you get your primary ones incorrect!

    • mikes2400's avatar
      mikes2400
      Fibre optic
      4 months ago

      I clearly said in my post that my normal telephone password (8 digits) wasn't accepted - they said the memorable word has more than 8 digits.

      I also explained clearly in my post that when I attempted to access my security info (in the way you describe) email verification was required, which still didn't give me access to the security info. 

    • mikes2400's avatar
      mikes2400
      Fibre optic
      4 months ago

      Apologies to newapollo for my previous reply - I have now managed to access the security info in the way described. I still couldn't view my existing telephone password, but was able to create a new one.

      It still doesn't explain why the Virgin customer service person insisted I had to quote the 9th digit (which was impossible, as it only had 8 digits!). I've now created a 10 digit one to stop that nonsense.

       

  • BSPN99's avatar
    BSPN99
    Dialled in
    1 month ago

    Why are they using two terms (memorable word and telephone password) for the same thing?

    • Muhammod_I's avatar
      Muhammod_I
      Icon for Forum Team rankForum Team
      1 month ago

      Thanks for reaching out to us with this BSPN99.

      The terms are used interchangeably as the memorable word is primarily used when speaking to a member of our teams over the phone to pass the security check so agents have coined the term telephone password to help differentiate between account related passwords and this one.