Forum Discussion

divzar's avatar
divzar
Just joined
24 days ago

Technician visit & memorable word

I recently applied for a new Virgin Media broadband last week. I got the hub but realized we did not have a Virgin Wall socket. Had a technician visit today - however the wall socket that they fit doesn't have the same adapter that the hub can connect to and they said I need another technician visit to fit a converter.

Now when I try to contact customer support, it asks for a memorable word. I do not recall setting one up, my account shows it's passwordless (now I have overridden it and added a password), and the steps they mention to setup a memorable word don't show up in my account settings.

Can someone help with how I get in touch with support to get these issues sorted?

installation
new customer

3 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    24 days ago

    Only VM can help you with the password problem, but it can take up to 2 days before they get to your post. If if post photos of the socket and cable that will not connect we may be able to help. I do not think the pre installs team  require a password. 0800 052 1734

  • divzar's avatar
    divzar
    Just joined
    24 days ago

    Seemingly I did have a memorable word (but no way on my account to see or change it) and my best guess worked. 

    And supposedly I've another technician visit planned today. Hope things can be sorted today!

    • newapollo's avatar
      newapollo
      Very Insightful Person
      24 days ago

      Hi divzar​ 

      Welcome to the VM Community boards. I hope that the tech visit does go ahead for you today, and gets you up and running. 

      The memorable word is completely different to your account and email password (or should be)

      If you want to then you can change the account telephone password (memorable word) if you follow the instructions  on my post which I've linked to here /ManageAccountCable/cant-reset-memorable-word/