Forum Discussion

gilliecreighton's avatar
gilliecreighton
Joining in
12 months ago

Lost memorable word

I recently arranged a new package over the phone with VM agent. I was billed twice at more than double the agreed amount. I cannot get through to rectify because I cannot remember my memorable word. How can I speak to someone to get this rectified?

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    12 months ago

    Hi gilliecreighton 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the poor experience you've had and the problems you've been having getting the issue rectified 😔

    Are you able to access your My Virgin Media account? If you are, you can change your memorable word by going to "Account settings" and then "Account details".

    The password for your My Virgin Media account won't be the same as the memorable word, unless you've actively set them to be the same.

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • pite71's avatar
      pite71
      Tuning in
      2 months ago

      I would like to ask how long it takes for the system to process the change of the memorable world.

      • Beth_G's avatar
        Beth_G
        Forum Team
        2 months ago

        Hi pite71

        From experience, this usually happens almost instantly, but I'd advise it may take up to 24 hours.

        If you need anything else, just let me know!

  • HugoRobins24's avatar
    HugoRobins24
    Joining in
    5 days ago

    I’m experiencing the same issue as described above and can’t access any of my Virgin Media accounts. I’ve forgotten both my password and memorable word, and I’m being asked to pay an outstanding bill that is double the amount I originally signed up for, but I can’t figure out why the bill is so high.

    I have all my account details, including my address, name, and email. However, none of the password reset emails or other relevant links are appearing in either my inbox or junk folder. The only emails I’m receiving are bill reminders.

    How can I regain access to my Virgin Media account to at least understand the breakdown of the charges, let alone pay the bill?

     

     

    • Carley_S's avatar
      Carley_S
      Forum Team
      5 days ago

      Hi HugoRobins24 

      Welcome to the Community Forums. 

      Sorry to hear of your concern with your billing and that you've not been able to access your account. 

      Just to double-check that you've registered for an online account with us, this will need to be done first before it can be accessed. You can check this here, complete the steps and if an online account has already been successfully created for you, it will inform you there is already an account active. If there isn't one created, this will create one for you to access. 

      Keep us posted with how you get on.