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Melibugs
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Elderly relative unable to pass security questions

We have today discovered that an elderly relative who has recently been diagnosed with Alzheimer’s has had her phone and Tv cut off. We are unsure why as we can not get past the security checks as she can no longer remember the answers. Normally bills are paid by DD which as far as we can see is still set up. We are currently away and so a family friend has tried to pay any balance on the account but the automated system told them that ‘if’ the payment is accepted then the phone will not be turned back on automatically we would have to call but then we will be back to the fact that no one will speak to us without getting passed the questions. Any suggestions would be gratefully received!!

thanks

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se1lad
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Message 2 of 8
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Re: Elderly relative unable to pass security questions

I had a similar problem with my father not remembering his security question.  If you phone virgin they will post out a copy of the password to your relative's home address. 

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Message 3 of 8
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Re: Elderly relative unable to pass security questions

Hi Melibugs,

 

Thanks for your post and welcome to the community.

 

I'm really sorry to hear that your relative is not able to pass the security questions, and I can appreciate you're keen to find out what you can do to get this sorted.

 

If the account holder is able to call in, the team will be able to send out a password reminder to the address registered on the account.

 

Alternatively, if someone in the family has the Power Of Attorney, then they would be able to speak to the team on your family members behalf.

 

I hope this helps.

 

Thanks

 

Melissa_F

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Melibugs
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Re: Elderly relative unable to pass security questions

Thanks so much for your help!

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Melibugs
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Re: Elderly relative unable to pass security questions

Thanks for taking the time to respond - will get on it!

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Re: Elderly relative unable to pass security questions

No worries. 

Let us know how you get on and if you need any further assistance. 

Emma_C - Forum Team
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Melibugs
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Re: Elderly relative unable to pass security questions

Hi Melissa 

 

what number would we have to ring please? Thanks 

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Re: Elderly relative unable to pass security questions

Hi Melibugs, 

Thanks for getting back in touch. 

It will be our customer care team you need to ring and they can be contacted on 150 from a Virgin Media landline or 0345 454 1111 from any other phone. 

Regards, 

 

Dean C