No option to change memorable word

Hi HVN thanks for your post here in the Community although we're sorry to hear of your concerns raised here, and also the passing of your Husband, please accept our sincerest condolences.

If you're unsure of the memorable word, you'd need to the follow these steps to be able to reset it and this should help you pass security. 

Please do this: 

•  Sign into your My Virgin Media online account here
•  After a successful sign in, select 'Update Settings'.
•  From there, select 'Account Details'.
•  Scroll down to 'Telephone Security Details', and click on the 'Edit' link to the side of 'Memorable Word'.
•  Input a new CVP whilst meeting the criteria listed.
•  Input it again to confirm it, and then click the 'Save' button.
•  If successful, a message will appear that says "Memorable word updated".

Please let us know if you need any further help after this time 😊

Just in case it helps anyone else in the future, I subsequently realised the reason I couldn’t activate a memorable word was because I wasn’t signed in as the main account holder. When my husband died last year, I took over the account but for some reason they didn’t switch me to the main account holder. Unfortunately I couldn’t even tell them this as I didn’t have a memorable word so couldn’t get past security. Eventually I managed to log in with my husband’s details and get them to set a memorable words. Sadly despite several attempts and hours on WhatsApp / chat / phone, I still can’t access the bills on the app if I’m logged in as me (although they have now started sending me the emails after a prolonged period on the phone where they also tried to sort out my Netflix (which also isn’t worked as although I now have it set up, I was charged for it when it should be free). I raised all these issues (and others!) in a complaint but they closed it before I had a chance to see if the billing / Netflix had been sorted.