Forum Discussion

Andre827's avatar
Andre827
Tuning in
11 months ago
Solved

Can't register: Sorry, there was a problem registering that password. Please choose a different one.

I can't use any password, I've tried 5 all are giving me the same error, can someone fix this problem?
Error: Sorry, there was a problem registering that password. Please choose a different one.

Don't bother about the shown password I will use other when the page starts working.
Thanks.

  • Yes, I figured out the problem was the email I used, Virgin doesn't support emails with the addition sign, as I explained in the previous message.
    Thanks,
    Andre

  • Hello Andre827,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your online account registration.

    Please could you try to create your account using incognito mode within your browser and let us know if that helps at all, if not, we can get this looked into further from here.

    Kind Regards,

    Steven_L

    • Andre827's avatar
      Andre827
      Tuning in

      Hi Steven, thanks for answering to my problem, but no it didn't help I still having problems with any password I try:

      But I found the problem myself, I was using my email like this
      <email>+virginmedia@gmail.com where the <email> was my real email, but looks like the identity provider you guys are using do not support this email feature I mean the plus sign after the email address, this is used to tag your email so you can keep track if your email is leaked by some provider.

    • Mystro_09's avatar
      Mystro_09
      Joining in

      Hi Steven, I'm currently having this same issue and don't know how to resolve it? Could you help?

      • Nathan_B's avatar
        Nathan_B
        Forum Team

        Hi there Mystro_09 👋 Welcome to our forum and thanks for your post 😊

        Sorry to see you're also having issues registering for your online account. Just to confirm, have you been able to try incognito mode as suggested in the thread? Do you have any specific error messages showing when you try to create the account?

        Let us know, we're always happy to help.

        Regards

        Nathan

  • Thanks for coming back to us Andre827, have you been able to now setup a password and access your account? 

    Kind Regards,

    Steven_L

    • Andre827's avatar
      Andre827
      Tuning in

      Yes, I figured out the problem was the email I used, Virgin doesn't support emails with the addition sign, as I explained in the previous message.
      Thanks,
      Andre

      • cottagers's avatar
        cottagers
        Joining in

        Thanks, I had this problem too with the + sign in the email. It's a perfectly valid address so I don't see why Virgin has a problem with it. It's also disappointing how certain characters cannot be used in the password.

  • Despite being a Virgin Media customer for many years I too find that I am unable to log into My Virgin Media - oauth.virginmedia.com - refuses to load. I am going round in circles and rapidly losing the will to live. This is driving me crackers and any help to resolve this will be gratefully received.


    Thanks,
    Duncan

    • Paul_DN's avatar
      Paul_DN
      Forum Team

      Hi Slamdunky,

      Thank you for reaching out to us in our community and welcome back, sorry to see have been unable to log into your Online account, have you tried clearing all Cache and Data from your Browser and trying again?

      Regards

      Paul.

  • Thank you Andre827 and cottagers  for figuring this out. I wasn't even using a + sign, but I have a .ie custom domain. 
    VM, you're useless for 

    1. Not displaying the correct error message. The error from your api says "unknown". The error we see is on the password step saying it's a problem with our password even though we get all green for the password requirements. The error we've figured out as customers is actually to do with our email, even though we've already passed through email entry step.
    2. You're potentially helping the dozens of people on this forum in DMs. Only due to the customers i've mentioned above, I was able to figure it out. Why not at least explain it in a reply saying "We only support emails in a certain format and we apologise for the incorrect error message." ???. Simple, low cost, temporary solution so people at least know.
      1. https://community.virginmedia.com/t5/Forum-Archive/Trying-to-register-but-password-not-accepted/td-p/5016564
      2. https://community.virginmedia.com/t5/Email/Sorry-there-was-a-problem-registering-that-password-Please/m-p/5476745
      3. https://community.virginmedia.com/t5/Forum-Archive/Sorry-there-was-a-problem-registering-that-password/m-p/5302015
      4. It's a joke how many people have asked about this and you haven't explained in public what to do: full search results
    3. I messaged support on whatsapp about it months ago saying i'd get a follow up from IT - got nothing. I called aswell, they had no clue.
    4. You have not fixed the issue to allow any email or at least show the true error message. How many people with corporate emails are sitting around unable to get setup?!?!