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security password

Joining in


I can't seem to input the correct security password on the phone (is it the same I use to login?).
Can someone get in touch with me here to help recover it?




Very Insightful Person
Very Insightful Person

Hi Stefano,

It's the memorable word that you set up when first registering for Virgin and should have been included in your original paperwork.

It is usually something along the lines of mothers maiden name, place of birth, name of first school, favourite song or band, favourite food or name of your first pet.

You can speak to customer support to help with this. When calling if you don't input any characters from your memorable word then an agent should pick up the phone and ask you other account related questions to validate you as the account holder. Have your bill handy to help answer the questions.  They will also be able to update the memorable word for you providing you pass verification, if not they can send a reminder through the post.


VM have recently updated My Virgin Media and yuo might be able to update it by logging in there.

When logging in there click on Update Settings >  Account Details > scroll down to Telephone Security Details > and then click on Edit

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Forum Team
Forum Team

Hi @Svorange


Thanks for posting on our community forum! 


Sorry to hear you've been struggling to reset your security password, have you now been able to do this following the steps suggested by the very helpful newapollo?



Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hello both, thanks for your help and interest. I think I managed to reset it, but I also managed to get in touch with someone on the phone without it.

Now I've been waiting for a kit to send back my router - the whole reason I needed my password is that I am moving out and have to close the account - but I'm afraid I'll have to follow the instructions contained here as it's taking ages to arrive. 


My apologies that the equipment return packaging as not been sent @Svorange. This is usually sent 10 days after the account has disconnected. 

You can use the links provided on that page to order your own returns packaging or print off your own returns label.  Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 


Here to help 🙂
Virgin Media Forums Agent