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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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  • StartAndSelect's avatar
    StartAndSelect
    Joining in
    3 years ago

    Another new customer here who is unable to get my password accepted.

     

    Engineer been, kit installed, internet working.

     

    Might I ask for some help getting it sorted, and add a suggestion that a link to this thread be given with the "You cannot use this password" dialogue box? 

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      3 years ago

      Hi StartAndSelect thanks for your post although I'm sorry to hear of your concerns raised.

      Please allow me to send you a PM so I can look into this further for you, kindly expect this to arrive shortly and respond directly when you can!

      Many thanks

  • Betz_BA4's avatar
    Betz_BA4
    Joining in
    3 years ago

    I am very concerned this issue is so widespread with little information from Virgin that this is a known problem and how to resolve it. More concerning, as I am a new customer to Virgin and I am already starting to doubt my contract.

    I am a new customer with the same issue regarding attempting to create a password. I am attempting to register with an online account so I can track the delivery of my hub. Please can you PM me to resolve this ASAP.

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

      Hey Betz_BA4,

      Welcome to the community and thanks for taking the time to post here on the forums.
      I’m sorry to hear of the issues that you’re having with your online account registration. 
      I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
      Kind Regards,
      Steven_L

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

      Thanks for coming back to me with your details,Betz_BA4. I have looked into this and can see an error on the system that prevents your online account from being registered until your services have been activated. I would be happy to provide any information that you'd like until your account has been created via private message of course. 

      Kind Regards,

      Steven_L

    • xavano's avatar
      xavano
      Joining in
      3 years ago

      And it's still going on. No chance to create new account. 

      • kiki69's avatar
        kiki69
        On our wavelength
        3 years ago

        So after reading other posts on here, after installation and days and weeks after they still cannot make an account and stuck on the password section.

        So so far I have had replies from VM team on here and whatsapp that:

        - You either wait 72 hrs after purchasing 
        - You wait after installation / activation of your broadband services
        - Try on different devices and browser (Including deleting cache etc etc)
        - The password recommendation (Start with letter / keep within 8-10 character) 


        Think it's safe to say I will be ringing up later to cancel my contract and it's only been 3 days since I purchased, massive regret. Will ensure other are made aware.

  • Stevejan's avatar
    Stevejan
    Joining in
    3 years ago

    I am a new customer with the same issue regarding attempting to create a password keeps coming up with invalid. I am attempting to register with an online account so I can check bills ect. Contacted CS twice with no response. promised callbacks which they don't follow up on. Please can you PM me to resolve this ASAP.

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

      Hi Stevejan,

      Thanks for joining the Community Forums, welcome to Virgin Media.

      We're sorry to hear you're also having the same issue setting up your My Virgin Media account. I'll pop you over a private message now so I can help.

      Please look out for my message over at the purple envelope.

      Thanks

      • Coleman085's avatar
        Coleman085
        Joining in
        3 years ago

        New Virgin media user. Internet set up and working fine. Trying to register my account. 

        Same problem as everyone else. 

        I get to set password screen and no matter what I enter I cannot set a password. Can someone please help?

        Thanks

        Andy

  • GS2k's avatar
    GS2k
    Joining in
    3 years ago

    I am a brand new Virgin Media customer. I have previously tried to set up a My Virgin Media account to access ebilling but it would never accept any password. I was initially told to wait until the service had gone live. This happened 4 days ago, but still no change. Since then, I have read all 27 pages on this thread, tried different browsers, clearing caches, used different email addresses and used multiple weak passwords of 8-10 characters using only letters and numbers, but still no success. Not very impressed. Can someone please contact me.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      3 years ago

      Hi GS2k thanks for your post here in the Community, although we're sorry to hear of your concerns raised here regarding My Virgin Media.

      We can certainly check the status of any existing tickets for you, or raise a new one if necessary - please expect a PM from me to arrive shortly and respond directly when you can!
      Many thanks

  • Nico404's avatar
    Nico404
    Joining in
    3 years ago

    Adding on to this to say ive been having the same issue. Really, with a forum post dating back almost half a decade, you would think this would be fixed by now.

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

      Hey Nico404,

      Welcome to the community and thanks for taking the time to post here on the forums.
      I’m sorry to hear of the issues that you’re having with your online account, numerous issues can occur, when registering for online accounts. What is happening, when you try to register for your online account. Are you able to try and register for your account via incognito mode within your browser?

      Kind Regards,

      Steven_L

      • Nico404's avatar
        Nico404
        Joining in
        3 years ago

        I previously signed up successfully, but this morning when i attempt to log in i cannot. so i try to recover my password, thinking that might be the issue. email not recognised. so i try to sign up again. When i get to the stage of entering a password, it says "Sorry, there was a problem registering that password. Please choose a different one." This is the most absurd error i have ever encountered. The password fits within the requirements the page displays, and yet it is for some reason deemed unacceptable. I just want to be able to create an account so i can turn off parental lock on my new wifi.

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

      Hi Nico404,

      Thank you for joining me in a private chat and for clearing security, as advised an I T ticket has been raised in regards to you being unable to set up an Online account, apologies I was unable to help due to facing the same issues when trying, please allow up to 10 days.

      In the meantime if you do need any further help, please do not hesitate to reach back out.

      Regards

      Paul. 

  • seriyromanenko's avatar
    seriyromanenko
    Joining in
    3 years ago

    Hi there,
    I'm having the same problem. I've been trying for a week but no luck.
    "Sorry, there was a problem registering that password. Please choose a different one."

    Need help to figure out this stupid issue...

    • Arissa_H's avatar
      Arissa_H
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Seriyromanenko 👋🏼.

      Thank you for posting and welcoming you onto our community forum 😊.

      Our teams were working through the night to complete planned and essential work to our email service. This was carried out overnight to minimise disruption for our email users, but unfortunately we have since encountered some technical difficulties which means email users may be experiencing intermittent issues with their email service. We apologise for the inconvenience this is causing and our teams are working to resolve it as soon as possible.

      Thank you.