Forum Discussion

HELENNICHOLAS1's avatar
HELENNICHOLAS1
Joining in
2 years ago

Memorable word

I want to change my broadband package to a cheaper one which I can’t do online. I cannot remember my memorable word and have tried to change this in my account settings. It has asked for another email address which isn’t a Virgin one. I changed it to a hotmail address but received no confirmation. Now the agents are saying I cannot do this online. Is that correct. It seems ridiculous that I cannot change my broadband until I have this word despite being able to go through other security questions 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 years ago

    Hey HELENNICHOLAS1, thank you for reaching out and I am sorry to hear this.

    Let me send you a PM and we can take a  look at upating this.

    For legal reasons we have to ask security details like this, to protect your account and data and also with it being the law.

    I will send you a PM and we can take a look, I can't guarantee what prices we can get you but we will try our best.