Router

[Caz42]

Hello, 

My router and quick start pack is due to arrive tomorrow (Wednesday 12th) but I haven't received any correspondence from you since the end of March. 

I haven't received a dispatch notice for my router tomorrow. Could someone please check that this will be sent out today? My order reference is 46750190 

Appreciate your help, thank you. 

[Adduxi]

This is a Community based forum and not a direct VM contact as such.  It will take a few days for a VM Mod to respond.

If your need is urgent, you will need to ring VM.

[Caz42]

Thanks I tried calling and it keeps saying my memorable word letters are wrong and I can't get through to a person. So frustrating. 

[newapollo · Accepted solution]

Hi @Caz42 

You could try calling the pre-installs team on 0800 052 1734

They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

The passcode the agents ask for isn't the same as your account password, it's the memorable word from when your account was first set up.

If you've actually managed to already set up /my-virgin-media  then you should be able to update the memorable word by logging in there.

When logged in click on Account Settings >  Account Details > scroll down to Telephone Security Details  (memorable word) > and then click on Edit

[Caz42]

Thanks Dave. I have my memorable word, account number etc all written down so I am pressing the correct buttons.  I wish you could just select the option of speaking to a person as it just redirects me to the app which can't answer my question. 

I appreciate you trying to help though, thank you 🙏

[newapollo]

Hi again @Caz42 

have yuo tried the preinstalls number I gave? They are generally more helpful, especially with validation.

[Caz42]

I'm just about to try that number now Dave 🤞

Thanks