Forum Discussion

set1's avatar
set1
Just joined
2 years ago

We can't find an account with the details you've provided. Please contact us to register.

I have had Virgin Media internet for around a month now, and have tried to sign up for a Virgin Media account with the information that was emailed to me (Account Number and Area Code) however whenever I do I get the error message "We can't find an account with the details you've provided. Please contact us to register."

I am sure all the details are correct as they are the same that Virgin Media emailed to me and have phoned Virgin Media support however I was passed from one person to the next every 10-15 minutes for over an hour and no progress was made.

I hope this can be resolved quickly,

Thanks a lot, Seth

Thanks a lot, Seth

14 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi Seth,

    Is the account number 8 or 9 digits in length?

    The majority of accounts are 9 digits in length, if yours is only 8 didgits then add a preceding zero.

    For example if it was 12345678 then you would enter it as 012345678

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

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

    Please expect a PM from me to arrive shortly so I can look into this for you.

    Kindly respond when you can!
    Many thanks

    • emcee's avatar
      emcee
      Joining in
      2 years ago

      Hi, I have this exact issue and have been unable to resolve via the phone. 

      Any chance you can look into this for me also?

      Thanks

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

        Hi emcee,

        Thank you for your post and welcome to the community. 

        I'm very sorry to hear about the issue with registering your online account.

        I am happy to help with resolving this for you.

        I will private message you now to confirm your details. 

        ^Martin

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

        Hello ash951753.

        Thanks for your first post and welcome to our Community.
        Sorry to hear you are also  having an issue registering your online account.
        I'd like to take a look into this for you as it will be an easy fix from here.
        If you don't mind, I will need to send you a private message to pass security. 
        If you can check the Logo top right of your screen that would be great. 
        Regards     
        Gareth_L