Cant someone please help. Unable to change my memorable word!

Hi all,

I need your help! I've been on the phone with Virgin Media for over an hour to try to change my memorable word. They gave me instructions which I followed but the option for me to change the memorable word isn't there.

I logged into my account, clicked on the account settings, ID and security, I clicked on manage your products. Either a page loads saying sorry, something went wrong and asks me to try again. When I manage to get into the account, I see Virgin Media ID which has my email address underneath (and I have also tried to click on the little pencil icon too) but when I click on that, it only gives me the option to change my password and nothing more.

I have added some screenshots just in case I'm still doing it wrong.