on 08-08-2022 19:18
Hi just had a nightmare where I’ve forgotten my memorable word and could not get through security with my other account details. I phoned up about my wife’s email password being reset as her account has been locked. Only option offered was an email of the memorable word or a letter. The first worryingly did not turn up. So I hope I don’t have to wait probably 5 days for the letter. Can anyone help me out?
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on 08-08-2022 23:00
Indeed, I suppose it would help if all of VM's call centre workers actually understood the company procedures - anyone might be forgiven in thinking that they weren't all trained to the same high standard now, wouldn't they?
Call back tomorrow, see if by chance you get someone with a better idea.
on 08-08-2022 21:53
If you forget your account password, then CS agents can ask alternate security questions that are designed to be answerable by the account holder with knowledge of the package & payments.
If you can't answer those, then the process is then to send a reminder letter to the registered address. This protects the account holder from any other third party gaining access to the account.
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on 08-08-2022 22:11
Thanks for confirming this I had said to the 150 operator that I had my billing details but they incorrectly said I still needed the memorable word or letters from it. At least I’m not going mad. Many thanks.
on 08-08-2022 23:00
Indeed, I suppose it would help if all of VM's call centre workers actually understood the company procedures - anyone might be forgiven in thinking that they weren't all trained to the same high standard now, wouldn't they?
Call back tomorrow, see if by chance you get someone with a better idea.
on 09-08-2022 08:16
Hey there @uk712578, thanks for reaching out to us and a warm welcome to the Virgin Media forums!
I'm sorry to hear about the issues you're having with the memorable word.
I can get this reset for you - I will send you a private message.
Watch out for the purple envelope.
Kind regards.