David _dn

[57john]

• I am the account holder I have changed my password when using keypad on telephone it does not recognise three letters from password thanks 

[Ernie_C]

The password for your My Virginmedia online and the password used when you phone in are different. If you wish to phone in and you can’t recall your telephone password, just input nothing and you will be requested to provide other information about you and your account to authorise any activity on your account.

[Kath_F]

Hi 57john, 

Thanks for coming back to us on this. 

As mentioned above by Ernie_C, if the characters you are entering are incorrect, it will still put you through to an agent but they will just need to ask additional questions. 

I can see from your other post that you are wanting to discuss your package price, this isn't something we can do via the forums so calling is the right way to go. 

Pop back and let us know how things go. 

Thanks,