on 16-03-2022 12:37
My password was not recognized when I was asked for it? It was fine when I used it in December 2021. and it has been the only one that I have had for at least 5 years. How do I resent it?
on 16-03-2022 12:40
Hello @shaw26,
Welcome, thanks for posting.
I am sorry to see this.
Can you please tell me if this is for media or mobile?
Many thanks,
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on 16-03-2022 12:45
I was asking about the mobile, I went through media. The lady over the phone accepted the first two letters but not he third, which is confusing, because it is all one word.
on 16-03-2022 12:50
Hello @shaw26,
Did they not move onto secondary security questions? Normally we would if the account holder gets the password wrong.
Many thanks,
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on 16-03-2022 12:53
She did not. She asked if I had another password and I told her that the only one I had was the one I use when I am online and so she told me to change my telephone contact password online.
on 16-03-2022 13:02
The data protection password is different to online account password, I am sorry for this @shaw26.
If it is mobile then we normally give a password hint, what help do you need with your mobile apart from the password?
Many thanks,
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on 16-03-2022 13:11
on 16-03-2022 13:15
Thanks for the that @shaw26, have you also contacted O2 regarding this? We can help with the Virgin side but O2 have their own systems where they can see payments also.
Many thanks,
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on 16-03-2022 13:23
on 16-03-2022 13:27
Hello @shaw26,
I will send you a private message, so I can clear data protection and take a look.
Look out for a purple envelope at the top right of your screen.
Many thanks,
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