Forgotten Security Question

[KK4]

Have recently changed from Pay-As-You-Go to monthly contract at Virgin's request and trying to get my phone to work by paying the £0.66 they say I owe but Virgin site refuses to accept the payment.  Am unable to use the on-line Chat as I don't remember the password(s) for security verification.  Has this happened to anyone and how did you resolve it?

TIA

[Robert_P · Accepted solution]

Hello KK4,

Thank you for taking the time to post in regards to your mobile services and the problems accessing your account, I understand the confusion this can cause and appreciate you raising this via the forums. Welcome to the community.

On mobile accounts, there should be a reminder set that we can only give to the account holder, when you have called and spoken to he team have they ever given you this or mentioned it at all? There is also the option to ask secondary questions, again, these can only be asked of the account holder.

I am also a little confused as to what has happened with the account, you mentioned it was changed from Pay As You Go to a Pay Monthly contract, what is the 66p in relation to? Has anyone explained what it is for at all? Please let me know.

Rob

[KK4]

The on-line agent via Chat gave me the reminder for the password and it worked but on the following day the reminder was different and didn't actually remind me of any password that I might have set over 10 years ago!  Therefore the agent was unable to help.

When I changed from PAYG to a monthly account at Virgin's request, I had £5.34 credit on my phone, which I was told would be transferred to my new account.  However the monthly fee is £6.00 and they won't be taking the next payment until 1st December, meanwhile I am unable to send text, make calls or use data and my account is barred.  When going into the account there is an option to "take the bar off" by paying the £0.66 but when trying this a message pops up saying we are unable to take the payment.

Any help you can provide would be gratefully received as I am increasingly frustrated with this.

[newapollo]

Hi KK4,

This is just guesswork, but it's possible that VM's systems are set up so the minimum payment they can take is £1.00.

[Hayley_S]

Hello @KK4,

I am sorry for everything.

I will send you a private message so I can fix this for you, please look out for a plum envelope at the top right of your page.

Many thanks,

[Hayley_S]

Thank you for talking to me in a private message @KK4.

I am glad we have now sorted this out for you 🙂

If you ever need us again please make a new post and we will come along to help.

Have a lovely Sunday.

[KK4]

Thank you again for all your help.  One thing - as I still havent remembered my security verification passwords is there a way I can change these anywhere online?

[Hayley_S]

Hello @KK4,

I have sent you a private message now 🙂

Thanks,

[Hayley_S]

Hello @KK4,

I am glad we have got your password changed for you 🙂

I hope you have a nice Sunday.

Many thanks,