What is the verification pin I received via text message

Here you will find all you need to know about your verification pin and why you need it when contacting us.


Why did I receive a text with a PIN?

From the 15th of July 2021 Virgin Media will be asking all new and existing customers to set a verification pin. This 4 digit pin will be used to verify the person calling is the account holder or is authorised to speak to us on the account holders behalf.

Who decides the PIN number?

We will set the PIN to 4 random numbers and then send you a text message confirming this PIN.

What if I forget my Pin?

If you forget your PIN then the agent you are speaking too will ask you additional security questions to verify who you are and will then send you a one time password which you can use for that call

Will i still be asked the normal identity verification questions?

Yes , we will continue to ask the normal identity questions

Do i have to set a pin and what happens if i dont?

No , its not complusary to set a pin and you can opt out of having a pin at anytime.