Memorable word to speak to customer services

[Cyril3]

I have been a customer of Virgin Media for over 20 years and am trying to contact customer services by phone, which has always been possible. Now, I need to speak to someone and they’re asking for a memorable word that I have never been asked for before ( as far as I’m aware) and has never been set up by me. When I try to do this via my account on the website it keeps telling me that it can’t be saved - therefore I can’t ‘reset’ it. How do I get to talk to a human being? I have been trying for over 4 hours!!

[goslow]

If you have never set a memorable word, the agents should ask you alternative security questions to do with your account.

[Zach_R]

Hi @Cyril3,

Thank you for your post and welcome to our community forums. We're here to help.

I'm sorry to hear that you're struggling to speak with the team. If you've been asked to provide characters from a memorable word then it means once would be set up on the account, but if you don't know what these are or can't provide them for any other reason then the team can outline other alternative options.

May I ask why it is that you're calling? We may be able to assist you from here.

Thanks,