Forum Discussion

RayKing's avatar
RayKing
Joining in
11 months ago

DEF01 error login to my account

Hi I'm trying to log in but it doesn't recognise my details, even when I try 'forgot email' or 'forgot password'. I tried to sign up in case the one I set up over the phone didn't work and I get this error.

I can not get past the secruity questions page!

ive been able to try alternative browsers, clearing the cache on every browser! still no success.
I really need to disable WebSafe and I cant even access it! doing my head in.
I can login into the virgin app on my phone which is weird. but i cant change that setting in there!
HELP!
 
Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)
 
  • Ashleigh_C's avatar
    Ashleigh_C
    11 months ago

    Hi there RayKing 

    Thank you so much for your post and welcome to the community forums it's great to have you here. 

    I am so sorry that you are facing this issue with your My Virgin Media account. Can I just ask have you been a customer with us before, and if so did you use this email to register?

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    11 months ago

    Hi there RayKing 

    Thank you so much for your post and welcome to the community forums it's great to have you here. 

    I am so sorry that you are facing this issue with your My Virgin Media account. Can I just ask have you been a customer with us before, and if so did you use this email to register?

    • RayKing's avatar
      RayKing
      Joining in
      11 months ago

      Yes i used this email to register!

      This is my first time signing up

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        11 months ago

        Thank you RayKing and I understand. I would be happy to take a closer look into this with you via a private message. 

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
         

  • ij66's avatar
    ij66
    Tuning in
    11 months ago

    Hello @RayKing

    I'm struggling with the same issue. Did you receive a resolution to this error? As there are a LOT of people with this error code, could you give me an indication of the timeline for resolution of the problem?

  • Mally4's avatar
    Mally4
    Settling in
    9 months ago

    New user and I'm having same problem. Can't get past the security set up page. I've cleared cache and cookies but just get the same message as above - Try again later. Error DEF01.

     

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      9 months ago

      Hi Mally4 👋

      Welcome to our Community Forums and thanks for your post. 

      I am sorry to hear you are also having this issue.

      I would love to help you further so will pop you a PM 📩 now and we can take it from there.

      Speak soon!