Forum Discussion

krizzlin's avatar
krizzlin
Tuning in
11 months ago

Re: Unable to Access New Account; "Complete your Profile"

I cannot believe this is STILL an issue 18 months later. So many threads about it but if anyone from Virgin ever responds it's just "we'll PM you" instead of actually addressing any way to resolve the problem.

You call up and they try everything they can to force you off the hold queue, like you're an idiot wasting their time, but what else are we supposed to do if they're never going to fix the issue at their end or put out any information on how to resolve it?

@Virgin - whilst I sit in an endless hold queue YET AGAIN, can anyone PM me to fix this?

  • Carley_S's avatar
    Carley_S
    Forum Team
    11 months ago

    Hi krizzlin 

    Welcome to the community forums 

    Sorry to hear you're having issues with registering your online account. 
    Can you please elaborate on the issues you're specifically facing and we'll look to support further on this for you. 

    • krizzlin's avatar
      krizzlin
      Tuning in
      11 months ago

      Hi Carley, the issue is that I can't get into my account without a screen popping up asking for security details and no matter what I enter I just get the same error (code: DEF01) and there's no way to get to any of my account stuff without this screen blocking access.

      I called up and they just said I'd have to use the app instead of logging in on the computer. The app does seem to be working thankfully but it's pretty frustrating to be told I just can't use the service from my computer, especially when googling the problem shows it has been a known issue for nearly two years now!

      • Carley_S's avatar
        Carley_S
        Forum Team
        11 months ago

        Thanks for coming back to us krizzlin 
        There was a roll out on the DEF01 issue in June that we believed resolved the majority of people's issues. Sorry if this is still ongoing for you. 
        Are you able to try this page to see if you can log in and if you still get the error are you able to screenshot the error you're seeing at your side please?