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Forgotten memorable word and can't change it because primary email address no longer exists

Joining in

I'm hoping someone can help me.  I have forgotten my memorable word and have tried to change it on the Virgin website, but it keeps trying to send a verification code to my primary email address, which is no longer in use and has not been for some time.  I am also unable to amend the primary email address for the same reason (verification code being automatically sent to non-existent email address).  

Is anyone able to help?




Forum Team
Forum Team

Hi @Susan365 

Thanks for posting and welcome to the community.

Sorry to hear you're having difficulty with resetting the online log in.

I'll send you a PM now to assist further.

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Joining in

Hello, I have forgotten my memorable word and need to amend the primary email address on my account, because it is currently set to an address that no longer exists.  Please can you assist?

Kind regards.

John Leech

Hi @JohnLeech 👋.

Thanks for reaching out to us, apologies you have forgotten your memorable word, we can certainly assist you. We would need to bring you in for a private message to help resolve this. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.