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tdotbeats
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Message 1 of 16
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Problems setting up mobile account

Hi,

I'm attempting to register my mobile phone account (oomph 2gb), but once I've entered my email address, I encounter a screen asking for an answer to a security question - the only problem being that there is no actual question. it's just blank,

I'm pretty sure that when i got the package deal with virgin, i did not make any pass code.

I have also tried ringing 789 twice, (38mins and 58mins on hold unable to reach anyone)

What can i do?

Thanks 

 

[MOD EDIT: Subject heading changed to assist community]

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Joe_F
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Message 2 of 16
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Re: Setting up mobile account

Hello tdotbeats

 

Sorry to hear that has happened, have you tried putting the password you use over the phone when prompted for this?

 

Thanks Joe_F

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teabag
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Message 3 of 16
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Re: Setting up mobile account

If no security password was set-up for the mobile side when you took out the Oomph package, one of the Forum Team should be able to sort one for you, or ring 150 from your home phone which should take you to the trained Oomph CS.

Ringing 789 (mobile CS) will end up with them not talking to you, as you can not pass security 😞 

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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tdotbeats
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Message 4 of 16
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Re: Setting up mobile account

im pretty sure that no password was setup on my account 

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Lisa_CC
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Message 5 of 16
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Re: Setting up mobile account

Just wanted to confirm that you're registering a new mobile account but you're unable to complete the process?

 

If so, are you able to use a different email address to register to see if the same error occurs?

 

Thanks,

 

Lisa

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tdotbeats
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Message 6 of 16
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Re: Setting up mobile account

im unable to get to the email portion, in the register menu it asks for the number, then asks for the security answer that i have not setup yet.

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David_Bn
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Message 7 of 16
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Re: Setting up mobile account

Hi tdotbeats,

 

The security answer would be the one you set up at the point of sale for your mobile phone contract, do you have any recollection of this at all?

 

If you're struggling with this, I'd be happy to look into this to assist you further

 

David_Bn

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tdotbeats
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Message 8 of 16
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Re: Setting up mobile account

i dont recall setting up the security answer when i made the contract, unless the salesman set it up without telling me. 

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David_Bn
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Message 9 of 16
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Helpful Answer

Re: Setting up mobile account

Thanks for the response,

 

Let's take a look into this for you.

 

I'll drop you a PM and we'll search for the account and try to get through data protection.

 

Check out the purple envelope in the top right hand corner of your screen

 

David_Bn

 

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teabag
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Message 10 of 16
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Re: Setting up mobile account


@David_Bn wrote:

Hi tdotbeats,

 

The security answer would be the one you set up at the point of sale for your mobile phone contract, do you have any recollection of this at all?

 

If you're struggling with this, I'd be happy to look into this to assist you further

 

David_Bn


 

It's a common problem for people taking on a Oomph bundle, that no security question/answer is set-up for the mobile side at time of ordering 😞

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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