Forum Discussion

Gordonp1's avatar
Gordonp1
Joining in
2 years ago

problem registering password for my virgin media

Hi, I am a new customer, I have not been able to register for my virgin media account due to registration process not accepting any passwords I want to use, it just states "Sorry, there was a problem registering that password. Please choose a different one"

I have used all sorts of different combinations of passwords, and they all have met the relevant password conditions, I have tried multiple different suggested password combinations from multiple different browsers and also tried clearing cache and cookies as well as incognito browsing, this is all a bit frustrating considering virgin media is a telecommunications company.

From reading the forum, it seems like this is a known issue and lots of people have experienced it but there don't seem to be any solutions, does anyone have any suggestions ?

  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team (Retired)
    2 years ago

    Hi there Gordonp1, thanks for reaching out to us and a warm welcome to the Virgin Media Community Forums. 👋🏼

    I'm sorry to hear about the issues with My Virgin Media and the password. 😞
    I will assist you on this and send you a private message.

    Kind regards,
    Ilyas.

    • Jack-thompson's avatar
      Jack-thompson
      Joining in
      2 years ago

      I'm having the same problem here same message comes up can you resolve this please 

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        2 years ago

        Hi Jack-thompson

        Thank you for your post and welcome to our community.

        We are sorry to hear you have been unable to set a password when registering for My Virgin Media. 

        If you haven't done so already, please try the below :

        A different browser

        A different device

        Delete cache and cookies

        Please pop back to us when you can. 

  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team (Retired)
    2 years ago

    Thanks for speaking with us today Gordonp1 on the forums. 👋🏼

    Unfortunately there were some issues when trying to make a My Virgin Media so we have raised this with our IT team.
    We have advised that the IT team will take 5 working days to resolve this, once done the MyVM account will be made.
    Other than that - if there's any other issues, feel free to reach out to us and we'll assist.

    Kind regards,
    Ilyas.

    • Gordonp1's avatar
      Gordonp1
      Joining in
      2 years ago

      Hi, is there any chance I could ask for you to take another look at this issue please ?

      I did receive 1 phone call from virgin media second line IT team that lasted 40 minutes without a resolution of any kind only a promise of a call back the next day which I did not get, the problem is now at least a month old and I am honestly no closer to even understanding the issue around simply creating a password for an account, this is extremely frustrating to be honest as I am regularly receiving marketing emails from virgin media on using the my virgin media app to monitor my bills and place my router in the correct along with speed tests all of which I am unable to do again for such a simple reason

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team
        2 years ago

        Hi Gordonp1,

        I'm so sorry there's been no progress. I appreciate this is frustrating and I would love to take another look into the issue for you. 

        Please keep an eye out for my PM 📩 and we can take it from there. 

        Thanks and speak to you soon!