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How to renew password without access to my phone?

So I'm overseas, and won't be back until the end of the year.

I have my Virgin phone here with me, but it obviously won't work.

I receive an email every month with my statement, usually its for zero, unless I've been in the UK and used the phone.

But this week I got a bill, which I don't understand as I'm not using the phone.

I can't log into my account as I've forgotten the password, and the only way to renew it is to receive a code by text, which I can't do when the phone doesn't work here.

 

So . . . . 

How do I renew my password when I can't receive a code  by text?

How do I contact Virgin to ask about the charges?

 

Thank you!

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Re: How to renew password without access to my phone?

Hi Middlemore,

 

Why aren't you able to use the phone internationally? 

 

Can you please confirm if you are in / outside of the EU?

 

Our contact number from abroad is +44 7953 967 967. However, I'm more than happy to look into this for you from here.

 

Let me know,

 

Beth

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Re: How to renew password without access to my phone?

It worked overseas until maybe 5 years ago, then it stopped.

but it could be because its a dual sim phone, and defaults to the other sim when I am here. Even when I disable the other sim, the virgin sim still doesn't work here anymore.

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Re: How to renew password without access to my phone?

And I am outside the EU.
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Re: How to renew password without access to my phone?

Hi Middlemore,

thanks for giving us a bit more information about this issue. 

I'm going to send you a PM so we can go into things a little deeper and uncover what is going on. 

Speak soon.

Megan_L

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