Hello,
I was sent an email to set up Virgin Media online but repeatedly getting DEF01 error. I can see others here have had the same but cant see any solution. Screensht below. I have tried clearing cookies and a differnt browser but no luck. Customer support seem unable to help and dirrected me here. Can anyone helo with this please?
Hi there Beth49
Thank you so much for your first post to our community forums and welcome to the team! It's great to have you on board!
I'm so sorry to hear that you are facing this issue! Can I ask if you are attempting to set this password via the app or the web page?
If online have you been able to try on another browser at all?
Thank you.
This was online and as I mentioned in my original message I did try clearing cookies and an alternative browser.
I have also tried the app and get the same problem
Thanks for coming back to us Beth49,
We are having a few difficulties this morning with some of our links not working. Is this the first time you have tried to register for an online Virgin Media account?
Have you tried recently to register for an online account? I will be happy to do this for you if your experiencing issues.
I will pop you over a private message to take some details.
Please click on the purple envelope to accept the chat.
Kind regards Jodi.
Hi there,
Can someone please help me as well? I suspect I have similar issues as OP but I have received my Virgin hub just days ago and all I want to do is create an account adjust the various settings, but I cannot do that as I keep getting the DEF01 error when trying to create an account. It's frustrating - and I've never even used this email address to purchase from Virgin before so not sure why this error would crop up.
Can someone please PM me or escalate to IT to give me a call and resolve please as this is driving me up the wall at the moment.
Thanks in advance.
I am getting the same issue! I can see others have experienced the same reset password issue. I have cleared cookies, cache and tried other browsers.
Hi Lloydy27
Welcome to the community.
Sorry to hear that you're not been able to register an online account. We'll need to raise an IT ticket for this. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon.
I have also been experiencing the same issue as others I have seen on here. I am unable to register at all. Had Virgin years ago so tried forgot password too but I receive no email.
Error code is DEF01. Have tried multiple browsers and deleted cookies etc. But no luck. I have tried different email addresses too and even created a brand new email and that hasn't worked either!
Thank you for joining me on private message Lloydy27. Glad we were able to get this sorted for you. Any further questions or concerns, please let us know and we'll be happy to help support any way we can.
Hi Lloydy27
My apologies for the misunderstanding, you mentioned you were getting the same issue as the thread, The DEF01 error for creating an account. You mention you already have an online account. When you try to log in what is the error code you see? Can you try resetting your password or try a different browser to see if this works.
Hi I’m also having this issue.
I paid for a broadband package, but was not required to make an account, I’ve been give an account number but am unable to log in to a virgin media account, and was not required to set up a password like a few others on this forum.
each time I try to log in or even attempt to create my account I’m getting error code DEF01
Hi JoeyMedia,
Thanks for posting and welcome to our community 🙂
Can you try clearing your cache and cookies?
Can you try a different password. No special characters, only letters and numbers, MUST begin with a letter, try keeping it between 8-10 characters.
Alex_Rm
I’ve cleared cookies and data, just tried resetting my password and comes up with this.
Hi,
I am not able to sign up for an account either due to this error code after setting up a new connection.
Hi isaaaac24,
A warm welcome a thanks for posting on our community forums. Sorry to see that you're currently unable to register for an online account due to the DEF01 error.
Can we ask if you have tried another web browser and device to register? Also, clearing all cookies/caches and history may also help.
Can we also ask what link you URL you are using to register with.
Old page (Champion): https://my.virginmedia.com/my-profile/view
New page (Challenger): https://www.virginmedia.com/my-virgin-media/account-settings/details
Please try the above and if you still require assistance, please come back to us.
Kind regards Jodi.
I have the same DEF01 issue.
it’s not due to browser or wrong link
it seems deletion of the account and reregistering is the answer
I tried support they said new password should work but it diesn’t
Please help
Hi
I have same issue from one month i can't create account tired to create many times.
I have only message that you can't use that password.
I am getting the same problem.
I can get my emails via Thunerbird, but not via Virgin Media.
Hi WalterPlinge,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
I can see my colleague has just replied to your thread here: Password not accepted when registering for my vigin media
Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.
Have a look at my colleagues reply on the other thread and stick with that one so we keep all the information in one place.
Thanks,
