Password safety

[MirMar]

Hi 

 VMs own website tells us 

Don't share passwords with anyone, not even technical support agents

Yet, on VMs Bereavement Transfer Form, I'm being asked to choose and write down an account password and share this by saving the form and emailing it with the team, or putting it in the post. 

When I queried this password issue the reply by email was

quote All we can do is reassure you that your information will not be passed over to anyone else and our emails are screened from security for incoming and outgoing emails. unquote 

Help, me out here please. 

[MirMar]

I agree,  it's a badly worded form. Thanks for your reply.  

There is a difference between an account password and a memorable word!  When I tried phoning 150 to speak to an agent,  they ask for letters from memorable word, I can't proceed as account holder is deceased. Yet the transfer form doesn't mention the term memorable word at all.

I will try again to clarify this with the bereavement team by email as I can't get them by phone.

There's another confusing line in the form about consent in relation to the transfer,  which is very badly worded too. 

I don't need the additional hassle and frustration right now.  

[Ashleigh_C]

Hi there @MirMar 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry for the confusion regarding the account and transfer and I am so sorry that the wording proved to be confusing. I will pass this feedback onto our teams to be considered for any future updates. 

Have you been able to sort the account transfer since with our team?

[MirMar]

The issue of having to share my password has not been resolved, it appears now I am left with no option but to share my password.  Hoping the transfer will now proceed without any hitches. 

[用心棒]

The password being request is the memorable word which is used by Virgin Media to verify communication is with the account holder; set this to a unique password not previously used elsewhere. Once set you can change this by:

• signing in here My Virgin Media using the account holder's authentication credentials
• select Account settings > My Virgin Media
 account details > Edit (located adjacent to Memorable word), for example as highlighted in following screenshot:
  

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[MirMar]

Thank you