I have been with Virgin and it's predecessors for over 20 years (originally Telewest). I have never set a customer verification password yet am now being asked for it when I contact customer services. As I have never had one, I can't give it and they cut me off. What am I supposed to do in that situation?
Thanks for using the forums to get this looked into, we usually ask for three characters from a memorable word for the account password which you would have used to pass data protection when calling us. If the account holder can't remember this password we would then move onto secondary questions that would relate to your personal/account information, that only you would know. If the account holder still struggles they can ask the agent for a memorable word reminder which would be sent via post.
I hope this helps, Ed, however if I've missed something about your query please let me know and I'll try my best to help.