Menu
Reply
  • 8
  • 0
  • 0
GPP33
Joining in
129 Views
Message 1 of 12
Flag for a moderator

Cannot register for My Virgin Media

Hello, I wonder if anyone can help? 

I have an account number, a signed contract, an install date, a DD set up and have several mails encouraging me to set up My Virgin Media. However I cannot do so. When I try a new account is says not possible. When I say I've forgotten my username it doesn't recognise it.

I have spoken to VM to change my phone package and they do recognise the a/c. 

 

Please advise

0 Kudos
Reply
  • 2.62K
  • 209
  • 799
Dave_cq
Trouble shooter
124 Views
Message 2 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

It has been a very long time since I set mine up but as I recall it asked for the Area Reference number as part of the process (I'm in Area 20) and you haven't mentioned that.

 

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
0 Kudos
Reply
  • 8
  • 0
  • 0
GPP33
Joining in
122 Views
Message 3 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

Thanks

I have supplied account number, area code etc - all the fields populated as per the web form

It does not recognise my account 

0 Kudos
Reply
  • 2.62K
  • 209
  • 799
Dave_cq
Trouble shooter
118 Views
Message 4 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

My 'Username' is my VM email address ... do you have a VM email set up?

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
0 Kudos
Reply
  • 8
  • 0
  • 0
GPP33
Joining in
114 Views
Message 5 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

No because part of the registration process asks whether one wants a virgin email address.  I don't.

If not, it uses the account used to buy in the first place.

My regular email account was recognised by the sales assistant when I upgraded my phone package.

Like I said, all my details are recognised if I want to buy something, not if I want to track progress online.

0 Kudos
Reply
  • 8
  • 0
  • 0
GPP33
Joining in
112 Views
Message 6 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

....further to my reply, it specifically gives me the option to use my existing email and it recognises it as it's pre-populated.

0 Kudos
Reply
  • 8
  • 0
  • 0
GPP33
Joining in
108 Views
Message 7 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

Plan A

  • step 1: enter surname, account number and area code
  • done
  • Step 2 - fill in some more details - NOTE email is pre-populated so I am recognised
  • done
  • Error - can't register...

 

Plan B

  • try saying I forgot my username
  • not recognised ?! 
0 Kudos
Reply
  • 2.62K
  • 209
  • 799
Dave_cq
Trouble shooter
100 Views
Message 8 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

Maddening but then a lot of VM's online services are.  All I can suggest is keep watching this thread and wait for a member of the Forum Team to pick it up, although that could take several days.

 

********* SuperHub 2ac - Asus rt-ac68u Router - Vivid 100Mbps **********

Electron
0 Kudos
Reply
  • 21.02K
  • 771
  • 1.56K
Forum Team
Forum Team
76 Views
Message 9 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

Hi GPP33, 

 

Thanks for your post and apologies to hear that you've not yet been able to register for My Virgin Media. 

 

Checking the account it looks as though further action is needed before we're able to install you. Whilst in this state, we won't be able to open a My VM account. 

 

I would wait until you are all installed and then it should go through right away.

 

In the meantime, for updates, feel free to speak to the team via 150 / 0345 454 1111 or pop a post here and we'll go through what we can Smiley Happy

 

Thanks, 

Kath_F
Forum Team

Tech fan? Have you read our Digital life blog yet? Check it out



0 Kudos
Reply
  • 8
  • 0
  • 0
GPP33
Joining in
70 Views
Message 10 of 12
Flag for a moderator

Re: Cannot register for My Virgin Media

Hi Kath,

Thanks. Hopefully my install is in 3 weeks....I simply wanted to track progress.

Thanks

Gavin
0 Kudos
Reply