Memorable word help needed

Hi, I am managing my sons virgin media account as he has a learning disability and for the life of me I cannot find the memorable telephone password to change. I'm 72 years of age, so consequently I cannot call them because his recordable box couldn't be installed yesterday because of the set up where his room is doesn't allow the wiring so nice Virgini media engineer said he'd be back today between 8-1, as yet nothing but I can't ring because they won't talk to me it's ridiculous how am I to let them know what's going on somebody please help wish I'd gone with another supplier virgin make it so hard for older people any help would be appreciated..