Helpline password

[Mikeyc1]

I need to get an engineer out to fix a cut cable, so that I can set up my box. When I call the helpline, I can only speak to robots who ask for a password (not the virgin media one) that I don’t have. How do I get the password? Does anyone know how to access a human??

[Z92 · Accepted solution]

The password will be the memorable word you said when you signed up.

If you don't remember it just enter an incorrect password three times in a row and you'll be transferred to a human who will ask other things to prove your identity and change the word. 

[Mikeyc1]

Thanks, I’ll try that. I don’t remember anything about a memorable word though 

[Graham_A]

@Mikeyc1 It should appear on your welcome letter from when you joined.