Thank you for reaching out to us in our community and a warm welcome to you, I am sorry you have been unable to use the text relay number given, to use this you would need to have a text phone, you can use our text service by texting your query to 07533 051 809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday.
Can you clarify your answer as I am not clear on 2 points
When you say it would need to be him that does it - do you mean he sends the text, that is OK as he is able to type. If you mean call then obviously he cant as he cant speak.
When you say an account here - do you mean online account? He already has one but we cant access it because it is registered to an out of date email and he has forgotten the password.
Please can you help. As I have said we need a text based solution for him to express his wishes for this account. I am finding it hard to understand why this is a problem as there must be hundreds of people with hearing or speech impairment who have similar challenges.
So it would need to be him composing and sending the text via the text service, as changing any account password is an account holder only action.
We'd be able to help via the community forums but again, it would need to be your friend communicating with us directly via his own personal community account (which I assume he hasn't got yet, hense you speaking on his behalf).
Can I also ask if you went down the 'forgot my password' avenue as of yet? And if so what was the outcome of that?
If you feel you're getting nowhere with VM, then I suggest you contact the Equality Advisory Support Service for help. I've had problems dealing with a crap internet company (Sky - avoid like the plague, and a plague upon them) on behalf of disabled relatives, so I can empathise with the problem. I acknowledge that the Virgin Media staff are trying to help, but they are constrained by Virgin Media's corporate failure to recognise the exceptional and specific needs of some customers. Get on to EASS, if you can do so without too much additional work complain to the Communications Consumer Panel, and also complain to Ofcom that your friend has not been treated fairly and equally. Hopefully the VM staff can flag this up the chain, because the fines for breaching the Disability Discrimination Act 1995 and the Equality Act 2010 could put a well deserved dent in their profits.