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RuthieV's avatar
RuthieV
Tuning in
7 years ago
Solved

Unable to register for My Virgin Media Account

Hi

I signed up for Virgin Media yesterday and have since received several emails suggesting that I register for My Virgin Media account now. However, every time I try to do this, once the 'I am not a robot' box has been ticked and I hit the Submit/Continue button, nothing happens, i.e. the same page with all completed details is displayed and I can get no further.

Any ideas please?

Thanks, Ruth

  • Graham_A's avatar
    Graham_A
    7 years ago

    Previous answers to this question have indicated that you cannot complete the sign up process until your installation has been completed and services fully up and running.

    I haven't seen anything to suggest this has changed, and based on your post it would appear the email suggesting you can is still badly worded.

274 Replies

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  • Youluckypeople's avatar
    Youluckypeople
    Joining in
    5 years ago

    I’m having the same issue. Five separate online chat conversations. All escalating to the tech team who never get in touch. Then revert back and have to go through all the steps again. Previous virgin customer years ago so that may be the issue if someone can help. Don’t want to set up a vm email. 

    • Zoie_P's avatar
      Zoie_P
      Forum Team (Retired)
      5 years ago

      Hi youluckypeople,
      Welcome to forums and thank you for your post 🙂
      I am sorry to hear this and I can look into this for you, I will pop you over a private message and take a look for you. Just keep an eye out for the purple envelope.
      thanks,
      Zoie

  • Robinio's avatar
    Robinio
    Tuning in
    5 years ago

    Hi,

     

    Sorry to hijack the thread, I'm having the same issue and getting "sorry, this password isn't allowed. please choose another one." when trying to create an account.

    Installed broadband and TV on Friday, both are working fine. Have tried using multiple password types, lengths, etc. Different emails, nothing seems to work.

    Is there a way to sort this without going through to tech support?

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      5 years ago

      Hi Robinio,

       

      Thank you for your post and welcome to the community. 

       

      I'm very sorry to hear that you're having an issue with registering the online account. 

       

      What I will do is private message you so I can look to assist you with this. 

       

      ^Martin

    • briank49's avatar
      briank49
      On our wavelength
      5 years ago
      Try a password of 10 letters starting with a capital letter, followed by six lower case letters and 3 numbers, e.g:

      Abcdefg123

      (It took me about 2 months to get registered - VM finally had to set up my account for me and used a password of this format. I've never dared to changed it since!.)

      Good luck
      briank49
  • Robinio's avatar
    Robinio
    Tuning in
    5 years ago

    All sorted now thanks. I'm not sure if this resovled itself or work was done on the backend, or if the password has to be completely non-dictionary for it to work.

  • slbw75's avatar
    slbw75
    Joining in
    5 years ago

    Hi,

    I have the same issue with the registration.

    I get the error message below:

     

    Sorry!

    We are not able to set up your my Virgin Media account at the moment. Please try again later, or you can also set up your my Virgin Media account at the time of your broadband installation. We are looking forward to connecting you to your superfast broadband.

    Questions about your broadband installation?Find out more

     

    Can someone help please?

    • Corey_C's avatar
      Corey_C
      Moderator
      5 years ago

      Thanks for your post and welcome to the Community Forums, slbw75,

       

      Sorry to hear that you have been having issues registering. How long has this been happening and can you confirm if you have used the details to register before?

       

      Cheers,

      Corey C

      • slbw75's avatar
        slbw75
        Joining in
        5 years ago

        It has been a few weeks now.

        I used to be Virgin customer then i left. I recently rejoined. It doesnt let me use my old email address so I used a new one. However, it still doesnt work. Can you help so I can use my old email address? Thank you Corey C.

  • Macster_UK's avatar
    Macster_UK
    Joining in
    5 years ago

    Hey. I'd might as well hijack this thread as well with the same issue if there's staff which can help. 

    Have had the service installed and working since November and I still get the 'Sorry' error message when trying to register. 

    I spoke to someone on the online chat system 2 weeks ago and they apparently raised a ticket with IT about it but I've not heard back yet.

    I'd just like to be able to manage the account without needing to call VM.

    • Corey_C's avatar
      Corey_C
      Moderator
      5 years ago

      Thanks for your post and for reaching out to the Community Forums, Macster_UK,

       

      Sorry this had occurred with your registration as well. If it's gone to IT then it is an issue that they will have to fix as it is not a front line issue that we can resolve. If you have the ticket number I can check the status.

       

      Cheers,

      Corey C

      • Macster_UK's avatar
        Macster_UK
        Joining in
        5 years ago
        Hey Corey.

        Yeah if you could check this ticket is actually in the system that would be great.
        Ticket: P010330937

        Thanks
  • SophieOfNotts's avatar
    SophieOfNotts
    Joining in
    5 years ago

    I’m now having this issue... I had registered for a my Virgin media account and logged in previously. About two weeks later, it says that my account no longer works?? I’ve tried re-registering (as I was told to do by customer service) with a Virgin media email but it still says that it can’t register an account. 

    The password is marked as strong, not copying and pasting anything in. No idea why it’s not working. 

    My internet speed is currently about 7mbps if I’m lucky (despite being on the M200 plan) and I can’t sign in to do any diagnostic tests or book an engineer. 🙃

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      5 years ago

      Thanks for coming through to us SophieOfNotts, and a very warm welcome to our Community Forums

       

      Sorry to hear you're having trouble accessing your self-care account

       

      I'd be happy to take a closer look into this for you, check out the purple envelope in the top right hand corner for a PM from me

       

      In regards to the broadband, I've looked at the stats of the hub and everything appears to be within spec, with no timeouts showing.

       

      Have you attempted a Pin Hole Reset on the hub? This will return the hub to its factory settings but can help customers resolve their broadband issues.

       

      Kindest regards,

       

      David_BN

      • jxemorgan's avatar
        jxemorgan
        Joining in
        5 years ago

        Hi,

         

        I'm having the same issues as everyone above with registering for an account. I've tried different browsers, email addresses, passwords etc. Broadband was installed a couple of weeks ago.

        Thanks,

        Joe 

  • karllaw88's avatar
    karllaw88
    Joining in
    5 years ago

    Hello i am having trouble signing up to my account i get the unable to set up new account at this time.

    would love help getting this resolved thank you 

    • Ryan_N's avatar
      Ryan_N
      Forum Team (Retired)
      5 years ago

      Hi karllaw88, 

       

      Thank you for your post and welcome to the forums. 

       

      Sorry to hear you're having this problem - are you able to try this from a different web browser and let me know what happens? 

       

      Cheers. 

      • karllaw88's avatar
        karllaw88
        Joining in
        5 years ago

        same error using a different browser 

        "

        Sorry!

        We are not able to set up your my Virgin Media account at the moment. Please try again later, or you can also set up your my Virgin Media account at the time of your broadband installation. We are looking forward to connecting you to your superfast broadband.

  • theonlymerry's avatar
    theonlymerry
    Joining in
    5 years ago

    Another one with similar issues. Registered once, thought it was successful - let me set the websafe stuff, then went to log in and it wouldn't recognise the password. 

    Tried re registering, says account taken. Try forgotten password, says username doesn't exist. 

    Tried setting up a virgin media email, went exactly the same as above. 

    Annoying to put it mildly as my speeds have now dropped to an unacceptable level and I'd like to sort it. 

  • drnlds's avatar
    drnlds
    Tuning in
    4 years ago

    Hello, tried the various suggestions on here and keep receiving the error message "we are not able to set up your VM account at the moment" or "username is not available".

    I've contacted online chat and also called technical support who suggested using a different browser, trying another email address, creating a VM email address, etc. (none of which resolved the issue)

    I have been placed on a call list for further support but I get the impression from this thread that any further calls from support will not help. Any advice or assistance from the VM community with this would be much appreciated.

    • dvisor's avatar
      dvisor
      Joining in
      4 years ago

      Don't hold your breath. I've had absolutely no response to my ticket since it was opened in March. Certainly not the way to retain customers when the contract comes up for renewal.

      • drnlds's avatar
        drnlds
        Tuning in
        4 years ago

        ah thanks, been really surprised by this initial account issue, you generally expect poor support from companies like VM but this is a huge problem based on the replies in this thread alone

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      3 years ago

      Hi jacky22,

      Thanks for posting - what error messages are you getting when trying to create an online account please? Have you tried other browsers/clearing cache/cookies?

      Kind regards,

      • 00abaker's avatar
        00abaker
        Tuning in
        3 years ago

        I'm having the same issue when attempting to register for My Virgin Media.

        I reveive the following error message when attempting to set a password, "You can't use that password. Please choose another."

        I have tried multiple different password, 8-10 characters in length only alpha numpheric but to no avail. I have also tried clearing my cashe and tried on different browsers.

        Would appreciate if someone can get back to me to sort this.

        Thanks.