The password I am using lets me login in to both my mobile account and my main account without a problem.
When I call Virgin they ask me for some characters from my password. Why do they repeatedly tell me my password is wrong when I can use it to login to my accounts online and how do I stop this happening?
What password are they asking me for when I call and how can I change this?
Sorry to hear you have been having issues with your account password. We can understand your frustration and want to do our best to explain.
When you call our team or contact us via text or chat service, the password we ask for is the account verification password. This password is different to your my VM log in password. This password was created when you first joined our services.
If needed we can request for a password reminder letter to be sent out to you.