Virgin Media Community

[romainuk]

Hi, 

I have been paying bills for an cable account at my old place in London for a year but I have recently moved abroad and no longer live in that apartment that i was renting.

The bills were all paid on time and I was happy with the service.

However, I have recently changed house and cannot close my account with Virgin Media because I do not remember any details of my VM account. 

I have tried to call 10 times customer service, but I can never pass the security questions to cancel my account. 

I have proofs of my account being debited for the service and the original email that details the order reference of the service i had asked for. However no one on the phone wants to believe i am the owner of the account and i simply cannot cancel the account. This is starting to get ridiculous as i have to go out of my way to stop paying you for something that i dont even use any more. 

Can you help please ?

[Kain_W]

Hi romainuk,

Thanks for your post and welcome to the community.

Many apologies for the issues faced with this, to process any cancellation we would be required to clear security on the account.

Have you been able to clear it?

Regards,

[romainuk · Accepted solution]

Hi

No I have still not been able to solve my issue.

Is there another alternative for passing security ?

Your customer service I asking for an account number which I do not have access to.

[newapollo]

Hi @romainuk 

Can you still log into your online account?

https://www.virginmedia.com/my-virgin-media 

if so,  log in and click on Account Settings >  Account Details > scroll down to Telephone Security Details  (memorable word) > and then click on Edit

Once you've done that then you can use that to pass valdiation and place your disconnection request. 

[romainuk]

Hey

i do not remember the email address used for the account and I don’t have the account number.

the only code I have access to is the order reference I used to buy my package.

I have a M350 Fibre Broadband

[Tom_W1]

Hi @romainuk thanks for your reply here.

It might be difficult to help here if you do not know the email address on the account, to change the memorable word.

I know that we can send the memorable word to the account address, but I know that this also won't help given your circumstances.

I will try to clear security with you over the Forums however. Kindly expect a PM from me to arrive shortly, and respond directly when you can!
Many thanks