Forgot security password

[jowczarek2014]

Hi,
I've been trying to upgrade my broadband yesterday.
Agent asked for secure password which I never received or known. When I wanted to ask for different proof, Agent disconected from chat, no idea why.

Could anyone help me? I just want to get that password to finally make upgrade possible 😄

[Zach_R]

Hi @jowczarek2014,

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

I'm very sorry to hear that the chat dropped. We're unable to process any package changes from here, which includes both upgrades and downgrades.

I would recommend reaching out via live chat again, or alternatively you can contact our retentions team to discuss offers and options by calling 0345 454 1111 (or 150 from a Virgin Media landline).

Thanks,
 

[jowczarek2014]

• Hi @Zach-R

The problem is, I will be asked again for secure password, that I don't know.

Is there any option to recover it?

[Zach_R]

Hi @jowczarek2014,

If you're the account holder and you're unable to clear security, the team will be able to advise of what steps are available for you.

Thanks,