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=sharePlease 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!

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.

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.

Hi @Akua_A, obviously I understand that My VM does not allow hyphens in email addresses, that is precisely what my support ticket was raised for. Instead of apologising for the inconvenience, why not actually fix the problem? It's an obvious bug in your system, an error made by somebody who clearly didn't know what they were doing.

I know exactly what you're talking about. I also had the same problem. I've been using an email address with hyphens in it for almost 4 decades. Almost 2 decades with my main MyVM account. I recently tried to reset my password for my account with hyphens in it, but suddenly the form wouldn't validate! Apparrently VM have banned hypens in email addresses like they're some sort of internet standards authority hahahahaha :D . It really is bizarre.Several months ago I already asked for a qualified developer to be informed that the form validation is broken, but VM seems to not have a qualified web devolper (otherwise this mistake wouldn't ever have happened)???https://community.virginmedia.com/discussions/ManageAccountCable/cant-reset-password---website-is-broken/5590311I find it rather hilarious personally.

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

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

16 Replies

Tudor
Very Insightful Person
9 months ago
You could try putting the password in double quotes, like "email-address" also try email\-address.
Ayisha_B
Forum Team
9 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
Joining in
9 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
Joining in
9 months ago
The work around is as follows;p:
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.
Create the account up fully (confirm email, fill out security questions …)
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
  Forum Team
  9 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
  - ntadmin
    Joining in
    9 months ago
    Thank you. Please feel free to send the video in my initial post to your teams. Here’s one showing the same problem with getting a password reset;
    https://youtu.be/2Rl-5elMX30?si=j0NLoKp2DC8xWEeL
    
    Thanks,
    Neil
jrb42
On our wavelength
3 months ago
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
  Forum Team
  3 months ago
  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
    On our wavelength
    3 months ago
    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
  Forum Team
  3 months ago
  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.

Forum Discussion

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

16 Replies

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