Forum Discussion

shtike's avatar
shtike
Tuning in
2 years ago

Sorry, there was a problem registering that password. Please choose a different one.

I am another unhappy customer who cannot register account but the services were up and running since 07/03/2023.

I can see there had been so many griefs from customers for registering on that portal.

Can you please fix it asap?  Otherwise customers are unable to view their accounts.

Many thanks

Another very unhappy customer

  • Hi there shtike 

     

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

     

    I am so sorry that you have faced this issue with your account and I understand how frustrating this must be.

     

    Can I ask if you have had another account with us before that used this email? If not can I ask if you have tried registering via an incognito browser? 

     

    Thank you. 

    • shtike's avatar
      shtike
      Tuning in

      Hello Ash
      I think I have another account with you with the same email address back in 2011-2014 at different address.

      I am now trying to register for the new address with new account number and area but having this issue.

      Can you please resolve this for me?

      Thanks

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team

        Thank you for clarifying and I would be happy to take a closer look into this with you via a PM. 

         

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

    • Anonymous's avatar
      Anonymous
      Same issue here @Ash_C - please can you help me to sign-up to my account.
      • Paul_DN's avatar
        Paul_DN
        Forum Team

        Hi andr3wrichardso,

        Thank you for reaching out to us in our community and welcome both here and to Virgin Media, sorry to see you have been unable to set up and Online Account, I was able to locate you on our system with the details we have for you and it looks like you have only just been installed, it can sometimes take up to 72 hours for the system to recognise your account after installation.

        Regards

        Paul.

  • I've had a member of virgin media contact me in PM two days ago and still no resolve either still waiting on an update... It's been over a week now and I can't view or create my account, I've made multiple phone calls regarding this and Virgin Media still hasn't resolved this each time being told I must wait 24-72 hours... No surprise no resolution... No one seems to know or understand what this bug is leaving new customers unable to create an account. I've heard from a member of Virgin Media (according to the IT team) that this is an "email outage"? Maybe get some Software Developers looking at this thank you.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there Jagnewk 

       

      We are so sorry that this issue has been ongoing and thank you for popping back. Our agent will do all they can to help via the PM, please do keep in contact with them so they can continue to help, they will also be happy to check on the progress of this for you.

  • Hi Team,

    I am facing the same issue not able to register getting (Sorry, there was a problem registering that password. Please choose a different one.), please help me on this. I don't have any other account with this email ID.

    Thanks,

    Gnani

    • Tom_W1's avatar
      Tom_W1
      Forum Team

      Hi gnanavel2908 thanks for your post here although we're sorry to hear of the concerns you've raised here.

      Please allow me to send you a PM so we can look into this further for you.

      Kindly expect the PM to arrive shortly and respond directly when you can!
      Many thanks

  • iben's avatar
    iben
    Joining in

    Hi there! I’m also having this problem too. I’ve not previously had an account either, but I do have an account with O2.

    It’s saying “Sorry, there was a problem registering that password. Please choose a different one.”. This has been reported and I have the following reference P012113247.

    Is there a way to have an update?

    Thanks

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello iben,

      Thanks for your first post and welcome to our community.

      Sorry to hear that you are experiencing the same issue.

      I'd like to take a look into this for you and chase the P0 ticket.
      If you don't mind, I will need to send you a private message to pass security. 
      If you can check your logo at the  top right of your screen that would be great. 
      Regards     
      Gareth_L
       

       

  • Hi

    I'm having the same issue here: I can't get past the screen for setting a password, even though I have respected all the criteria for a 'strong' password. I think I had another account with you with the same email address in the past and perhaps this is causing the issue?

    My forum email is the same as the one I bought the contract on and am trying to set up an account on

    Please can you take a look for me?

    Many thanks,

    • Zoie_P's avatar
      Zoie_P
      Forum Team (Retired)

      Hi leboldy,

      Thank you for your post and welcome to our forums 
      I am sorry to hear you have been having issues registering with us. Have you recently moved and have a new account with us? Have you been installed since your post? 
      Thanks,

      Zoie

      • leboldy's avatar
        leboldy
        Joining in

        Hi Zoie,

        Indeed, I’ve got a new account with you a week or so ago, but using same email as before (in my previous account with you).

        The installation is scheduled to next week, but the lady on the phone told me I could be tracking all the progress/status in the app already, which why I’ve been trying to register for a new account. I can give you my account details via PM, if that helps?!

        many thanks

  • Hi, I have an old virgin.net email that just stopped receiving and sending emails a while ago now.  I've tried numerous times to reset the password online and no matter what password format I try (I've tried many) I get the same error message telling me "Sorry, there was a problem registering that password. Please choose a different one."

    It's getting ridiculous now, I need access to the account and I've left it months and come back to it to try again and STILL you haven't sorted this issue!

    Please can I get some assistance to finally resolve this issue.

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi mrzarlton, thank you for your post.

      We're sorry to hear about the issue you've been having and that you feel this way 😔

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel