Forum Discussion

ntadmin's avatar
ntadmin
Joining in
6 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!

 

 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    6 months ago

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

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    6 months ago

    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!

  • ntadmin's avatar
    ntadmin
    Joining in
    6 months ago

    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!

  • ntadmin's avatar
    ntadmin
    Joining in
    6 months ago

    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
      Forum Team
      6 months ago

      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