Forum Discussion

ntadmin's avatar
ntadmin
Joining in
9 months ago

Can't create Virgin Media account with email with hyphen in it

I am trying to create my virgin media account but it will not let me because my personal email address has a dash in it. This email address is a third party email address (ie. not a VM one) as required, but it does have a dash/hyphen in it. This video shows the problem, but obviously I've used a fake email address to show the issue.

https://youtube.com/shorts/2jFXU4XCI6c?feature=share

Please resolve this. I've made two calls to the helpline and tried twice DM on Twitter but no success so far. How on earth do I create this account with my email address? Which, incidentally, I used just fine to create the account for this forum!

 

 

16 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person

    You could try putting the password in double quotes, like "email-address" also try email\-address.

  • Hi ntadmin 👋

    A warm welcome to our Community Forums and thanks for your post. 

    Sorry for any issues registering for MY VM. 

    I'd like to take a closer look into this so will pop you a PM 📩 now to assist you further. 

    Speak soon!

  • Tried both double quests and backslash as you suggested. Sadly neither work.

    As far as I can see it is JavaScript verification of the email address on the webpage that simply refuses a dash/hyphen in the email address.

    All suggestions welcomed; and if Virgin could actually correct the issue that would be even better!

  • The work around is as follows;p:

    1. Create the account using an email address with no dash. Oh, and the password can’t have a dash in it either. Apparently a dash is an unacceptable word.
    2. Create the account up fully (confirm email, fill out security questions …)
    3. Change the email address to the one you want.

    This is a real faff, but it did seem to work. #virginmedia - please #letmedash - I thought speed was you thing?

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team

      Hi ntadmin,

      We're glad to hear you managed to find a workaround, but we appreciate it's not an ideal route to have to take.

      We always take on board feedback we receive and will certainly pass this along to the relevant teams.

      Regards,
      Daniel

  • jrb42's avatar
    jrb42
    On our wavelength

    It's 2025 and Virgin Media still won't allow customers with an email address containing a hyphen to access their accounts. Pretty ironic that an Internet Service Provider doesn't seem to know which characters are allowed in email addresses. I called customer support and was passed from pillar to post before being completely stonewalled and my support ticket closed. I asked to speak to a manager but this was refused. It's pretty obvious that Virgin Media doesn't care much about its customers.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team

      Hello jrb42,

      Welcome to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your online account. Virgin Media doesn't allow the use of hyphens in our username emails similar to the way that Google mail and Yahoo operate. Was your support ticket regarding use of a hyphen in your username?

      Kind Regards,

      Steven_L

      • jrb42's avatar
        jrb42
        On our wavelength

        Hi Steven, to repeat what has already been explained, Virgin Media is perfectly happy with an email address containing a hyphen when taking your money, or even for signing up to these forums, but for some reason such email addresses are blocked from registering with My Virgin Media. Because of this I cannot access my account details or use the Virgin TV Go app etc.

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team

      Thank you for working with us on this jrb42 We apologise that we are unable to help in the way you wanted however we have passed this on to the relevant team for future improvement. Please do not hesitate to contact us if you need any further help.