Forum Discussion

Karendall's avatar
Karendall
Tuning in
1 year ago

DEF01 when setting up online account

Can anyone help with the DEF01 error? 
I just got Virgin this week, I’m having no luck setting up my account. 
No one is getting back to me, and I think I’ll probably just end up cancelling, I’m still within the cool-down period. 
We’re still also connected to BT at the moment so that the changeover was supposed to be seamless. 
But I can’t even set my Virgin online account up and Im finding customer support frustrating already. 

 

 

[MOD EDIT: Subject title changed for clarity]

11 Replies

  • Karendall's avatar
    Karendall
    Tuning in
    1 year ago

     

    Hi, 

    Just had my virgin broadband installed today and I’m trying to set up my account. 
    I have verified my email but can get no further as I get an error code DEF01

    Can you please

    help? 

    • Akua_A's avatar
      Akua_A
      Forum Team (Retired)
      1 year ago

      No worries at all Karendall Glad to have been able to help 🙂 Please do not hesitate to contact us if you need any further help.

      • Karendall's avatar
        Karendall
        Tuning in
        1 year ago

        Hello again, are you able to help with boosters at all for upstairs? We’re getting a really poor signal upstairs and my old BT black discs don’t work with Virgin 

  • Akua_A's avatar
    Akua_A
    Forum Team (Retired)
    1 year ago

    Hi Karendall 

    Welcome to our community forums and thank you for your first post. Sorry to hear you are having issues setting up your online account as a new customer. We can understand the frustration caused. I can see you recently contacted our team regarding this issue. Are you happy with the resolution given by the team? Do you need any further help with this?

    Thanks,

    • Karendall's avatar
      Karendall
      Tuning in
      1 year ago

      Hi Akua_A no it’s still not resolved, if that’s what you mean? 

      • Akua_A's avatar
        Akua_A
        Forum Team (Retired)
        1 year ago

        In this case, to best look into this, I am sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

        Thanks,