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security password and account cancellation

Hi, 

I've been trying to cancel my Virgin Media account and cannot get any help.  I checked the website for instructions and phoned up, passing all the way through until I could speak to someone.  They asked for my security password, never having phoned Virgin Media before I didn't realise this was a different password to the My Virgin Media account.  When it proved incorrect the operator asked me security questions that I couldn't answer (my amount paid had changed and I didn't know what day it gets paid out).  This means I cannot get past this stage as no operator can ask me security questions after failing the first time.  I was told I can change my security password online but I can't.  I can't even get anyone to send anything to me in the post as the 'cancel account' team can't do that for me and pass me to Customer Support.  Customer Support is not reachable when I'm passed through as the number has changed.  I then have to go through the system again in the hopes that I contact the right department.  So far, no luck.  I've tried the messaging service several times and had no reply.  Even when I select option 1 for having a text sent to me immediately, no text appears.

Please help, I'm getting desperate.

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newapollo
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Message 2 of 8
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Re: security password and account cancellation

Hi Pompom5,

The telephone password (security question) you were asked for is the memorable word and NOT the account password that you set up with your account.

You can see the security question which should help you remember it, or change it it by signing into My Virgin Media at the top of the page and clicking on My Profile and scrolling down to Security Details.

Dave

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Graham_A
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Re: security password and account cancellation

@newapollo 

The security question in the My Profile section does not relate to the customer verification passphrase used when contacting VM by telephone.

The details in the My Profile section are used to help reset the account password if it has been forgotten.

The account verification passphrase used to be printed on the welcome letter - not sure if that is still the case.

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Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

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newapollo
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Re: security password and account cancellation

@Graham_A

The security question within my My Virgin Media is the same as the account verification passphrase I set up when first joining VM, and is also the same as the one I received in my welcome letter.  I used that "password" as the answer to the security questionwhen I last called in a couple of months ago to regrade my package. It is completely different to my MVM password.

Clipboard01.jpg

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


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Graham_A
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Message 5 of 8
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Re: security password and account cancellation

I would suggest that it is a coincidence that you have chosen to use the same answer for both.

The security question/answer for my own MVM account is completely different to my customer verification passphrase.

 

 

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Joelymarshall
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Message 6 of 8
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Re: security password and account cancellation

I have the same problem, The last straw was being on chat for 3 hours to at least four different people and simultaneously on the phone. I asked if the only way to close my account was to stop my direct debit but all I got was robotic repeat of  "Sorry we can not help you because you have failed the verification" On this occasion they said the only verification question they could ask me was what package I was on? I have had no emails or bills from Virgin for years, and two years ago started a complaint procedure because they were charging me for Landline and TV when I have neither. I have no idea what package I am on. Last time I spoke to Virgin about my contract I was told I was on the lowest tariff already and yet I have seen them advertise Broadband only for half of what they have been charging me. Finally in September I cancelled my direct debit because I did not know what else I could do. I then get a letter from Rachel Barrass saying I owe them the month fee plus £7.50 for non payment.  I wrote back to Rachel Barrass (customer service director) pleading to have my account closed and sent registered by post a month ago and got no reply. I also wrote to Complaints,  but I have had no response and been harassed by phone calls from payment.  The same thing happens every time. They ask me questions and then say they can't verify me and can't help me. The last one was 11th November and I was told I would have to phone! this makes no sense as they phoned me!!. I phoned the number back and this time, for some unknown reason, I passed the verification questions which were the same as I have been asked in the past and been not verified. The questions this time were; my date of birth, how my bill is paid and how much the last one was. Despite finally passing the verification questions I was told that I would need to speak to a manager to close my account. I then wait on line to speak to a manager only to be told that the manager was busy on another call and that they would phone me back! I have not been phoned back. BUT to add insult to injury this morning I got another letter from Rachel Barrass...not replying to the one I sent her but doubling what they say I owe (since leaving Virgin for BT) and threatening me with debt collector and court. I feel harassed and anxious and totally at a losss to how I can cut all ties with Virgin. I fear that even if I pay them they will not allow me to close my account. This is making me ill

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Joelymarshall
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Message 7 of 8
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Re: security password and account cancellation

I have the same problem, The last straw was being on chat for 3 hours to at least four different people and simultaneously on the phone. I asked if the only way to close my account was to stop my direct debit but all I got was robotic repeat of  "Sorry we can not help you because you have failed the verification" On this occasion they said the only verification question they could ask me was what package I was on? I have had no emails or bills from Virgin for years, and two years ago started a complaint procedure because they were charging me for Landline and TV when I have neither. I have no idea what package I am on. Last time I spoke to Virgin about my contract I was told I was on the lowest tariff already and yet I have seen them advertise Broadband only for half of what they have been charging me. Finally in September I cancelled my direct debit because I did not know what else I could do. I then get a letter from Rachel Barrass saying I owe them the month fee plus £7.50 for non payment.  I wrote back to Rachel Barrass (customer service director) pleading to have my account closed and sent registered by post a month ago and got no reply. I also wrote to Complaints,  but I have had no response and been harassed by phone calls from payment.  The same thing happens every time. They ask me questions and then say they can't verify me and can't help me. The last one was 11th November and I was told I would have to phone! this makes no sense as they phoned me!!. I phoned the number back and this time, for some unknown reason, I passed the verification questions which were the same as I have been asked in the past and been not verified. The questions this time were; my date of birth, how my bill is paid and how much the last one was. Despite finally passing the verification questions I was told that I would need to speak to a manager to close my account. I then wait on line to speak to a manager only to be told that the manager was busy on another call and that they would phone me back! I have not been phoned back. BUT to add insult to injury this morning I got another letter from Rachel Barrass...not replying to the one I sent her but doubling what they say I owe (since leaving Virgin for BT) and threatening me with debt collector and court. I feel harassed and anxious and totally at a losss to how I can cut all ties with Virgin. I fear that even if I pay them they will not allow me to close my account. This is making me ill

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Zak_M
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Message 8 of 8
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Re: security password and account cancellation

Good afternoon @Joelymarshall

 

I can certainly take a look at this on your behalf. 

 

I will drop you a PM so that I can get some account information. 

 

Kind regards,

Zak_M 

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