Forum Discussion

TomD07's avatar
TomD07
Joining in
16 days ago

Signed up for Virgin media, but unable to create an account

I ordered Virgin media a couple of weeks back, and we have an install date in a couple weeks time, to coincide with the contract with our previous provider ending.

We have an account number and I've tried to register, but everytime I do, the website freezes after confirming a password. There is an error message saying the page has become unresponsive. If I choose to wait the error message pops up again. If I click close it takes me back to the 'choose a new password' screen. 

However, if I try again with the same password I get another error saying 'Password cannot be the same as the current password or any password in the user's password history'

If I try to sign in with those details it says ' Your email or password was incorrect. Please try again or go back to change your email.'

If I select the 'Forgot your password' option, I never get an email. 

If I try calling, it's impossible to speak to a human being, and I can't get though any of the options without a password. The webchat also doesn't work. It insists on using Whatsapp, but then can't send any messages, and won't respond to any message sent either.

We haven't even got Virgin Media installed yet and the service already seems terrible

  • Kath_P's avatar
    Kath_P
    Forum Team
    16 days ago

    Hi TomD07, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue with getting set up on My VM. This is something we can certainly check for you but just to set expectations, unless the account is activated, we may be a bit stuck. Let's take a look and go from there. 

    In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,