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ketsebeth's avatar
ketsebeth
Just joined
2 months ago

No option to change memorable word. Cannot get help until I can provide this. Wifi Dropping.

Hello. I cannot reset memorable word/password. I have been trying to phone virgin media all day and also trying to use chat online but the chat keeps cutting out due to intermittent wifi issues and the phone line keeps asking for memorable word- which we no longer have. We cannot proceed for any help until we have memorable word it seems. No way to change it under our account settings either :( To get hold of support for actual support seems impossible. This is a TERRIBLE service. Full of bots going in circles. Can an actual human help?

3 Replies

  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    2 months ago

    Hi ketsebeth thanks for posting and welcome to our community.

    Sorry to hear you're having a poor WiFi experience in your property. And sorry to hear you're struggling to get help to to resolve the issue. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

  • ketsebeth's avatar
    ketsebeth
    Just joined
    2 months ago

    Hi Lee, I appreciate getting a response from you. It took over 7 hours for us to get hold of an actual human to speak to yesterday so we have proceeded that route and managed to book a technician callout. The instructions to reset one's memorable password needs to be updated in these help forums. It was also made difficult by the fact that we had poor connection and no cell signal. 

    thanks anyhow!

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      2 months ago

      You're very welcome ketsebeth. Please do get back to us if you need our help.

      Regards

      Lee