on 23-03-2022 20:11
on 23-03-2022 20:54
Hey @Reyelle,
Welcome to the community and thanks for taking the time to post your issue on the forums.
As I understand it these two passwords are not the same and can be changed independently.
That is correct, the passwords aren't the same and can be changed separately.
Changing your passphrase is only possible by calling into the team and changing this or your online password would not change the other one.
I can arrange for this to be changed over the forum to save you calling back into the team. I will drop a private message over in a moment, please look out for this and we can get started.
Regards,
Steven_L
23-03-2022 22:36 - edited 23-03-2022 22:39
For Virgin Mobile you can update the memorable word customers services will ask characters from via the online account pages. You can't currently do that for cable services.
In your Mobile online account go to My Profile > Security details. The 'security answer' is what is used when you contact Virgin Mobile customer services, and the 'security question' will be used as a reminder prompt for the account holder for the security answer. This is separate to the online password that's in the 'About your login' section