Forum Discussion

gilliecreighton's avatar
gilliecreighton
Joining in
2 years 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. ...
Daniel_Et's avatar
Daniel_Et
Forum Team
2 years 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!