Forum Discussion

dilanb's avatar
dilanb
Tuning in
2 years ago

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

I’m having this issue. I tried the laptop, app and then cleared all the browsers and tried again.

can you please help 

  • I’m having exactly this problem trying to reset my password - I have fulfilled all the criteria but will not accept the password. I see from chat history that this has been an issue for VM for years - any update? 

    • dilanb's avatar
      dilanb
      Tuning in

      I’ve seen the same error on the forum and it’s a bit frustrating as I can’t do any account management 

  • Hi Dilanb 👋🏼.

    Thank you for posting, welcoming you back onto the community forum 😊.

    Sorry to see you are having problems with your registering password for Virgin Media ☹.

     

    Have you tried using the app or the website? Does it not work for either of them?

    Please can you make sure all cache and cookies are clear.

    Have you tried to use another device? If so what happens?

    Can you please make sure if it is a third party email, these criteria are met.

    For third party email clients, please try this;
    1. Login to your MyVM Account
    2. Click the Account Settings tile
    3. Next, select the Virgin Medial Mail Settings tile
    4. The next page will display a Red Button labelled "Generate new App Password"
    5. You will then be presented with an automatically generated password. This is the password that needs to be entered into your mail client.
    The password will look something similar to this:

     

    mail-horse-yellow-panda

     

    It needs to be entered exactly as displayed on screen (including the hyphens).

     

    Let us know how you get on.

    • dilanb's avatar
      dilanb
      Tuning in

      Hi,

      I’ve tried on both app and the website. Rest the history and cleared it all. Got the same issue 

      • Arissa_H's avatar
        Arissa_H
        Forum Team

        Thank you for trying Dilanb.

        So I can take a deeper look to what is happening, I will be private messaging you.

        Thank you.

  • I have followed all the above steps, tried through a browser on desktop and the app and also attempted to contact customer service and the live chat. The live chat doesn't work and the customer service line seems to only allow me to make a payment and then hangs up on me. Can a staff member please DM me so I can get a password setup

  • Having password problems with NTL email using clients. Outlook, Apple Mail, Thunderbird and Postbox all reject generated passwords provided by Virgin. I have had to contact all in my address book to tell them to email me at a Yahoo! address from now on. My NTL address works on Virgin's webmail site, but not in email clients. Raised this problem here two weeks ago, and though someone has tried to help, nothing has happened. I cannot believe this is a difficult problem to fix, but if no-one in Virgin's techy department gets to see my complaints, how will it ever be remedied?

  • Hi,
    Anyone ever managed to fix this issue.
    I am stuck as well, no any password works to signup for account on VM.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi hammadbhatti786 👋.

      Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are having with creating an online account. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

      Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

      • Drumbeat's avatar
        Drumbeat
        Dialled in

        Hi Sabrina,

        Nothing you, or your Team members suggest actually works.

    • Drumbeat's avatar
      Drumbeat
      Dialled in

      Hi,

      I gave up with trying to get my NTL address to work with any email client. All the email clients repeatedly rejected the generated passwords. I have switched to Yahoo Mail.

      • Kath_P's avatar
        Kath_P
        Forum Team

        Hi Drumbeat, 

        Thanks for taking the time to get in touch via the Community. We're sorry to hear you've had some issues adding your NTLworld email to a client. 

        In order to do this, you would need to generate an app password. 

        Please log in to My Virgin Media here > Click on Account settings > Virgin Media Mail settings > scroll down to the App password section and click the Generate new App password button.

        You should get a pop up message asking you to verify your email address and if you haven't already, you'll need to use a 3rd party email address to continue. You'll be sent a one time passcode to enter on the next page to verify it's you. Once verified you'll then be given an app password which will look something similar to: mail-horse-yellow-panda and you should note this down.

        To get things working on an email client or app again, you will need to enter the new mail app password in the settings. This will allow your emails to load again. Please ensure you use your VM email address as the username and the newly generated app password.

        These changes have been put in place as Multi-factor authentication (MFA) is now required. Just as a side note, when logging in to My VM, you will need to use the third party email address as the username and your original My VM password.

        Please let me know how you get on and apologies for the inconvenience.

        Thanks,