Hi @Kingfisher23
The memorable word would have been set up when you first signed up with VM. It should be in your original documentaion.
To help jog your memory the memorable word is usually something along the lines of mothers maiden name, place of birth, name of first school, favourite song or band, favourite food or name of your first pet.
When calling if you don't input any characters from your memorable word then an agent should pick up the phone and ask you other account related questions to validate you.
Have your bill handy to help answer the questions. They will also be able to update the memorable word for you providing you pass verifcation, if not they can send a reminder through the post.
A member of the Forum Team may pick this up for you in a day or two and help, however if yuo still fail verification they too will have to send a postal reminder.
DaveI don't work for Virgin Media.I'm a Very Insightful Person, I'm here to share knowledge.
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