Memorable word set up incorrectly

[mcleanrj1987]

Hi, I am writing this on behalf of my father Robert McLean.

He recently returned to Virgin, and despite his contract being live, he has had problems for the past 3 days with no telephone or internet service. He has tried 3 times over the phone to set up his memorable word, however the assistant on the phone struggled to understand my father and spelt the word incorrectly, despite my father spelling it out. Because of this, he cannot use the phone service and struggles with using websites and computers to communicate the problem on here to resolve it. Also his phone service was set up, and then it was deactivated again. He still has no internet service, however he does have cable TV. 

Can someone please get in touch with me on here, so I can provide my fathers contact details and address so that it can be resolved over the phone with him. He does not to wish to use online chats or speak to bots as he struggles. 

Many thanks

[goslow]

Do you have access to your father's 'My Virgin Media' account? There is supposed to be a memorable word reset procedure in there now

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancellation/m-p/5223364#M218260

although some recent reports suggest that not all customers can see the option.

[mcleanrj1987]

I think he has paper billing, as he doesn't get on with online websites, he only uses the internet for the basics

[Molly_T · Accepted solution]

Hi mcleanjr1987 👋 Welcome to the community forum! 
Thank you for taking the time to post, and to make us aware of these ongoing issues with support for your father. Sorry to hear about his experience! 

Also thanks to the community for their input and guidance - they are correct that you can update the memorable word online via My VM 👉 virg.in/myVM by heading to >Update Settings >Account Details >Telephone Security Details >'Edit' >Memorable word > (Then update this and Save). If successful it will advise 'Memorable word updated'

The memorable word can only be updated by the account holder, so we wouldn't be able to offer support with this via a 3rd party on this platform, and we also sadly can't arrange outbound calls.

However, we do appreciate the concerns regarding elements of his service not working as they should be! On this basis, I will send you a PM to confirm a few of the account details and offer further support. - You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[mcleanrj1987]

Many thanks. This is now resolved, as discussed in a Private Message.

[Akua_A]

Glad to hear this @mcleanrj1987 

Please do not hesitate to contact us if you need any further help 🙂