Forum Discussion

Slytipple1's avatar
Slytipple1
Tuning in
3 years ago
Solved

Can’t register new account for My Virgin Media

Good Afternoon, I recently signed up to Virgin Media last month (now that it’s available in my area) and am awaiting installation next week.

I have tried registering my account for My Virgin Media however am hit with a message when trying to create an account;

”We’re sorry to see you go, now you’ve left us, we’ve  closed your account and you can no longer register for My Virgin Media”

Now researching this issue it appears it’s because I used to have Virgin at a previous address before moving to an area that initially didn’t support it. I had used the same email address and believe this to be a legacy issue relating to that old account.

I have tried mentioned this to support on the phone previously but they said they couldn’t help.

Please can someone get in touch with me on here so we can resolve this issue ahead of my installation on Friday.

Thanks!

 

account
Error
register
  • Ayisha_B's avatar
    Ayisha_B
    3 years ago

    Hi Slytipple1,

    A warm welcome to our Community Forums and thanks for your post. Great to have you back 🙂

    I'm really sorry to hear of the issues that you're having trying to create your new account with us. 

    Your email address will most likely be tied to your former account. If that is the case our IT team would need to update the records.

    I'm more than happy to take a further look into this for you but would need to confirm a few details over via PM first.

    Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message. 

    Cheers

     

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    3 years ago

    Hi Slytipple1,

    A warm welcome to our Community Forums and thanks for your post. Great to have you back 🙂

    I'm really sorry to hear of the issues that you're having trying to create your new account with us. 

    Your email address will most likely be tied to your former account. If that is the case our IT team would need to update the records.

    I'm more than happy to take a further look into this for you but would need to confirm a few details over via PM first.

    Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message. 

    Cheers

     

    • Slytipple1's avatar
      Slytipple1
      Tuning in
      3 years ago

      Thanks for getting back to me so quickly! I’ve just replied back.

    • ClemD's avatar
      ClemD
      Joining in
      3 years ago

      Hello,

      I have the issue and I need help.

      I phone the support and they told me to try registering with another email.

      I tried but then when I reach the password page it keeps telling me that "I can't use this password" I tried 12 different passwords of various security level and nothing works !

      Can you reset my account with the email address I use din the past? Preferably I don't want to use a new email address.

      thanks

       

      • Natalie_L's avatar
        Natalie_L
        Forum Team (Retired)
        3 years ago

        Hi ClemD, 

         

        Welcome to the Community and thanks for posting.

        I am very sorry to hear you are experiencing an issue with registering. I would be happy to help. 

        To assist further, I am going to pop you over a private message to confirm a few details. This will be available via the purple envelope on the top right of this page.

        Speak soon, 

         

    • kittysaysdoit's avatar
      kittysaysdoit
      Joining in
      3 years ago

      Hello,

      I have the same issue, please can you PM me as well to help me solve it? Thanks.

      • John_GS's avatar
        John_GS
        Forum Team
        3 years ago

        Hi kittysaysdoit - thanks for posting, welcome to the community. Can you expand on this, what issue are you having and what error messages are you getting?

        Kind regards,

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    3 years ago

    Thanks for your PM Slytipple1,

    I've raised a ticket with our IT team for you regarding this issue and I should hear back from them within 5 - 7 days.

    I will follow up with you as soon as I know more.

    Kind Regards

    • P12345's avatar
      P12345
      Joining in
      3 years ago

      Hello,

      I am having the exact same issue on registering for an account. Please can you also raise this with your IT team

      Thanks

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        3 years ago

        Hello P12345,

        Sorry this is happening to you as well. 

        It's an easy fix from our side.

        If you don't mind, I will need to send you a private message to pass security 
        If you can check the purple envelope top right of your screen that would be great 
        Regards     
        Gareth_L
         

    • Slytipple1's avatar
      Slytipple1
      Tuning in
      3 years ago

      Hi Ayisha,

      I had the broadband and tv installed on Friday afternoon and this all looks to be working, however due to not being able to set up an online account it means I have no control over things like child-safe.

      Please could we also get child safe disabled asap as it’s causing issues with my work. There are no children in his house so I’m fine with all of that being disabled for now.

      Thanks,

      Danny

       

      • Zach_R's avatar
        Zach_R
        Forum Team
        3 years ago

        Hi Slytipple1,

        Thank you for the update. I'm glad to hear that the install all went ahead okay and that you're set up with your services. Regarding your My Virgin Media online account, I believe you've been speaking with my colleague about this via private message who raised the issue to our IT department to investigate.

        From what I can see the ticket is still being worked on, but if you have any additional queries regarding this matter that requires account access then please reach back out to my colleague via private message and they'll be happy to assist you further.

        Thanks,
         

  • DIYTess's avatar
    DIYTess
    Tuning in
    3 years ago

    Hi there,

     

     

    I have the same problem. Can anyone help me as well? Thanks

    • Carley_S's avatar
      Carley_S
      Forum Team
      3 years ago

      Hi DIYTess, 

      Welcome to the community. 

      Sorry to hear that you're having issues with registering for an online account. I can see that you already have a thread open yourself on this issue. We'll run through checks and investigate for you over on your thread. 

       

  • jaimeshm's avatar
    jaimeshm
    Tuning in
    3 years ago

    Hi, I'm having the same issue as the OP. Please can you raise a ticket with IT so that I can reuse my email address?

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      3 years ago

      Hi all, 

       

      I'm very sorry to hear that you are all also effected by this issue. 

       

      I'd be happy to take a look into this with each of you, but it will require me to send out a PM so we can get some information from you.

       

      I will pop each of you a PM now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

       

      Thank you. 

  • MJLane's avatar
    MJLane
    Joining in
    3 years ago

    Hi,

    Recently had virgin installed at my new home. First time customer but unfortunately they got my email wrong and so received no emails at all from virgin.

    At the installed the helpful guy changed this for me and the change was accepted.

    Tried my best to register account but having issues and errors every time.

    I’ve looked on here and cleared my cookies and data and tried multiple browsers but still to no avail.

    Really need this fixed as well as to be contacted regarding a missing part of my bundle which I had still not received.

    thanks, 

    Mac.

    • Steven_L's avatar
      Steven_L
      Forum Team
      3 years ago

      Hey MJLane, 
      Welcome to the community and thanks for taking the time to post your issue on the forums.
      I’m sorry to hear of the issues that you’re having with your online account creation, I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
      Regards,
      Steven_L

      • jcrocker's avatar
        jcrocker
        Joining in
        3 years ago

        Hi there,

        I am having the same issue in that I used to have a virgin account, and now I have taken out a new contract some months later, I can not register my new details with my old account and have been stuck in a loop

        Any help would be greatly apprecaited