Forgot security password

[Hasher]

Good morning,

Yesterday I called you for first time to deal with something, and you ask me for some characters of a security password, which I have never heard about it. The guy tried to send me a form to fill it, but I didn't recieve anything. Then, to deal with that and for futures calls, please I would need to reset that password to avoid that problems in the future.

Thank you.

[Ilyas_Y]

Hey @Andrzeju, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issue with the security password.
When ringing the main line, 0345 454 1111, the line will ask for characters from the memorable word, after the 3rd attempt it will redirect you to an agent.
The agent will be able to go through secondary questions with yourself and you can clear security that way.
Let us know how it goes.

Kind regards.