password to reset pin

[MJ20]

I need to reset the PIN on my box as I have forgotten it, it is asking for 3 characters of the password I would use if I call Virgin, is the password I need when I call the same as the one I use to log into my account online?

[japitts]

From memory, it's the account password for when you're speaking to a CS agent.

I'm not 100% sure though.

[Adri_G]

Hi MJ20, thank you for the post on our forum.

Sorry to hear of  this issue with resetting your PIN on the TV box, if you've been asked to provide 3 random characters from your memorable word on the account this is the same you use when calling us. Please, note this is not related to your online passwords.

In case you don't remember this memorable word, you may reset it here following the advice below:
sign into your MY VM account. 
Go to update settings > 
account details >
telephone security details > 
memorable word input text > 
save. 
You will then see 'memorable word updated' with a green tick.

Please, let us know if this helps and if you've managed to reset the PIN with the use of your memorable account word characters.
Happy to assist further if you still need us.