Unable to register for My Virgin Media Account

Hi

I have tried doing this on my iPad and laptop - same problem.

Thanks.

Ruth

Hi cjwb

Welcome to our community forum pages and thank you for your post.

We are sorry to hear that you've been unable to register your account.

Has there been any improvement with this since your last post?

If not please let us know as we'd like to see how we can help on here.

Many thanks. 

Hi

I've managed to Register :smileyhappy::smileyhappy::smileyhappy:

The problem is with your password

It has to be between 6 - 10 Characters in length

It must start with a Letter

As far as I can tell it can only contain Numbers and Letters

Good Luck Every One

eevee99, cjwb, RuthieV, Lancashire_Lad and others

First, the good news, I can now sign in to my virgin media account ! ! !

Second, the bad news – my account was set up for me by virgin support staff and I can only sign in to it using a virgin email address that I did not want to have and will not use for any other purpose. This is possibly the reason why so many customers are reporting problems? It looks as if you have to have a virgin email address to register your account, so if you haven’t requested one and are trying to register your own email address, it just doesn’t work.

If you’re happy to do this, i.e always sign in to your virgin media account via a virgin email address, send a message to Paul_DN and ask him to set up your account for you.  He will request details of your name and account number which you can send via private message and will send you back a virgin email address and password to sign-in.

One particular thing you should be aware of is that the registration system requires the use of a ‘strong’ password. This isn’t properly explained on the help screens, but passwords need to be 8 to 10 characters, starting with a capital letter and including both lower case and numerics, There is also additional validation which may reject strings of characters which it thinks are too easy to guess (i.e short names and words). So make sure the system validates your password as ‘strong’ before submitting it.  Otherwise it is rejected, just saying you can’t use it, but without any explanation. Something like a car reg no with some of the letters in lower case and 2 added characters on the end should be fine, e.g Aa99Aaa99. Getting a password accepted at all has been a major irritant to me, so hopefully this advice will help others.

It's taken me a long time to get this far, and I certainly don't regard this issue as now "Resolved". What Paul_DN has provided me with is a viable work-round.  If my fellow sufferers keep flooding support staff with requests for work-rounds perhaps Virgin will eventually decide it's time to finally fix this mess.

Good luck to you all

Brian

Hi Diabolus,

Thanks for posting. What issues are you having when registering? Do you get any error messages?

Kind regards,

Hi Heather,

Thanks for posting and welcome to the community. I am sorry to hear of the online account registration issues and also the customer service received when you've called.

I'd like to help you get this sorted so I'll be sending you a quick PM as we'll be discussing the account securely and hopefully I can bring the matter to a quick resolution.

Kind regards,

Hi I found that if you use a password with no more than 10 characters.  First one must be a letter and it should then include numbers also but not special characters.   If you use a password manager you must not copy and paste the password in, it must be manually typed.   This is the info I gleaned from posts here yesterday and it worked for me.  The fact that a major communications organisation cannot see fit to communicate this basic info on the page is beyond belief and it seems to have been this way for over a year at least.

A warm welcome to our Community Forum UKCustomer and sorry to hear you're unable to register for your online account. Can I ask what you have tried and on which page/step the error is showing/stopping you?

For example, have you checked the details you've put in and made sure that the password follows our guideline?

Please tell us more so we can help with your specific issue.

Thanks,

Lisa

Hi Carter8,

Thanks for your post and welcome to our community. 

Really sorry to hear you're having this issue as well and for the delay in getting back in touch. 

I've had a little look into the account using the details you've provided when joining the community and I can see that the team have been trying to get in touch regarding this to resolve your concerns. 

The team will be back in touch again so please keep an eye out for a phone call but if you don't hear back within the next few days please let us know and we can assist further. 

Hi Carolluer,

Welcome to forums and thank you for your post 🙂

I am sorry to hear this, we can certainly get this looked at for you, I will pop you over a private message asking for some details just keep an eye out for the purple envelope 🙂
thanks,

Zoie