Forum Discussion

Richardr1's avatar
Richardr1
Superfast
4 hours ago
Solved

Ringing customer services - passkey

Ringing customer services and one is asked to tap in a selected 3 letters / digits from one's password.

Having moved to a passkey for the new login, I assume the intention is to stop people with passkeys from being able to contact customer services?

Obviously if one fails to do this a few times, eventually one is put in a queue, but is this another example of the left hand not knowing what the right hand is doing, or is it a deliberate decision to annoy?

  • Graham_A's avatar
    Graham_A
    3 hours ago

    Richardr1​. The characters requested are from your telephone memorable phrase not your account password.  If you have forgotten it you can reset it via the ID and security settings section of the My VM account.  Manage your products>telephone password.

6 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 hours ago

    Have you tried using your old password? It should be still available in addition to the passkey. 

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    3 hours ago

    Richardr1​. The characters requested are from your telephone memorable phrase not your account password.  If you have forgotten it you can reset it via the ID and security settings section of the My VM account.  Manage your products>telephone password.

    • Richardr1's avatar
      Richardr1
      Superfast
      3 hours ago

      Thanks. If that is the case they should ask for that, which I do have [and actually wrote down before the call in case I was asked for it].

      • Richardr1's avatar
        Richardr1
        Superfast
        3 hours ago

        Just to reply to my own email  - I called again to make sure I wasn't going mad. They definitely ask for three characters from your account password. I hung up at that point not trying either my memorable phrase or an old password.

  • Richardr1's avatar
    Richardr1
    Superfast
    3 hours ago

    I didn't, but my account online actually says under security:

    You don't have a password on your account and are using a passkey to sign in. Your account is secured to the highest standard.

    It isn't secured to the highest standard if they are remembering and using old passwords.

    Meanwhile, probably as expected, I cut cut off after 15 minutes - wasting time on repeated unanswerable questions doesn't help.

    I went to the webchat instead. That asks for what type of issue, which is TV. They then ask which box - and give a choice to tick of TIVO, V6, and 360. Another time waster as they won't believe for the first few goes that you can't tick any of the boxes. They have issued the stream box for at least two years, it would aid confidence if they at least let webchat know it exists.