Forum Discussion

mcleanrj1987's avatar
mcleanrj1987
Joining in
8 months ago
Solved

Memorable word set up incorrectly

Hi, I am writing this on behalf of my father Robert McLean. He recently returned to Virgin, and despite his contract being live, he has had problems for the past 3 days with no telephone or internet...
  • Molly_T's avatar
    Molly_T
    8 months ago

    Hi mcleanjr1987 👋 Welcome to the community forum! 
    Thank you for taking the time to post, and to make us aware of these ongoing issues with support for your father. Sorry to hear about his experience! 

    Also thanks to the community for their input and guidance - they are correct that you can update the memorable word online via My VM 👉 virg.in/myVM by heading to >Update Settings >Account Details >Telephone Security Details >'Edit' >Memorable word > (Then update this and Save). If successful it will advise 'Memorable word updated'

    The memorable word can only be updated by the account holder, so we wouldn't be able to offer support with this via a 3rd party on this platform, and we also sadly can't arrange outbound calls.

    However, we do appreciate the concerns regarding elements of his service not working as they should be! On this basis, I will send you a PM to confirm a few of the account details and offer further support. - You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

mcleanrj1987's avatar
mcleanrj1987
Joining in
8 months ago

I think he has paper billing, as he doesn't get on with online websites, he only uses the internet for the basics

Molly_T's avatar
Molly_T
Forum Team
8 months ago

Hi mcleanjr1987 👋 Welcome to the community forum! 
Thank you for taking the time to post, and to make us aware of these ongoing issues with support for your father. Sorry to hear about his experience! 

Also thanks to the community for their input and guidance - they are correct that you can update the memorable word online via My VM 👉 virg.in/myVM by heading to >Update Settings >Account Details >Telephone Security Details >'Edit' >Memorable word > (Then update this and Save). If successful it will advise 'Memorable word updated'

The memorable word can only be updated by the account holder, so we wouldn't be able to offer support with this via a 3rd party on this platform, and we also sadly can't arrange outbound calls.

However, we do appreciate the concerns regarding elements of his service not working as they should be! On this basis, I will send you a PM to confirm a few of the account details and offer further support. - You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

  • mcleanrj1987's avatar
    mcleanrj1987
    Joining in
    8 months ago

    Many thanks. This is now resolved, as discussed in a Private Message.

    • Akua_A's avatar
      Akua_A
      Forum Team
      8 months ago

      Glad to hear this mcleanrj1987 

      Please do not hesitate to contact us if you need any further help 🙂