Hi @Karenb69
When calling if you don't input any characters from your memorable wors then an agent should pick up the phone and ask yuo other account related questions to validate you as the account holder. Have your bill handy to help answer the questions. They will also be able to update the memorable word for you providing you pass verfcation, if not they can send a reminder through the post.
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.
DaveI don't work for Virgin Media.I'm a Very Insightful Person, I'm here to share knowledge.
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