Hi I'm a new customer and I have been trying to create an account with you for well over a week now and everytime I get to the point of choosing a password it just keeps saying that I can't use this password. I have now tried well over 50 passwords and still no joy. Its getting very frustrating now.
Same thing happening to me and I see these messages were a few months back please I really need to log into my email haven’t been able to for years
I really don’t want to wait 3 months please get back to me
Hi Joe16,
Thanks for your post, and a warm welcome to the Community Forums.
I'm sorry to hear you're also having issues with My Virgin Media, and yur emails. So I can assist further, I'm going to send you a private message. Please look out for it in the top-right of the Forums, in the purple envelope.
Thanks,
Same issue, please PM me ASAP.
Morning asfgh,
Welcome to our Forums, thank you for your post.
Sorry to see you're experiencing the same issues with My Virgin Media. I'm going to pop you a private message, so I can assist you further with this.
Please look out for it in the top-right of the Forums, in the purple envelope.
Thanks,
Hi there
Im having the extact same issue
could someone pm me please
thanks
Forum TeamHi kylewatt104, thanks for posting and welcome to our community.
Sorry to hear you've been unable to create a My Virgin Media account. I would love to help you resolve this. I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.
Regards
Lee_R
same issue here . but when i try to reset
it says email will take 10 minutes, i get the email then it says sorry time expired, lol , what a joke
I've been having password issues ("You can't use that password. Please choose another.") since 7 July which was when I first raised the issue with VM, and have now just been told by VM for the fourth time that I need to wait 5 working days and tech support should contact me by this time, so I am genuinely wondering if any forum users have actually successfully received any contact from the tech team, or am I just being fobbed off?
For a broadband and media company it is seriously shocking and ridiculous that there are issues with something as basic as allowing customers to set passwords, and by the looks of just how long forum users have been reporting this issue, what is being done about this and why is it taking so long? What are we paying VM this much money for? Why not use some of this money to fund the fix of the password issue?
Apologies for the rant but I am very frustrated.
To Virgin Media: By the timestamp on this post and my previous post, I confirm publicly that it has been 5 working days and I have still not received any contact from the tech team to sort out the password issue. How am I supposed to view my bills and manage my account if you won't help me with setting one up in the first place? I cannot believe how poor your service is and you are getting away with this. Is someone actually going to sort this out or will you keep fobbing me off? You are disgraceful.
Having the exact same issue as everyone else and really need to be able to log in to see my bills - It keeps asking me for a password yet I never made one, but when I try to reset the password to the account it gives me the error message
You can’t reset your password online right now, as you don’t have additional details set up on your account.
To reset your password, please contact us and one of our team will help you.
I know the details are the account number and area code which I have, but still getting error message saying there is already an account made (which I don't have a password for) - Have even tried it with a different email like people suggested but hasn't worked.
really need help!!
Hi Virgin media team,
I'm hitting this exact issue too: "You can't use that password. Please choose another."- I'm trying to register for an account having signed up over the phone. I have tried everything in your checklist, password combinations, different browsers, incognito mode, clearing cookies etc. so please don't ask me to double check them (I already have).
I'd appreciate a fabled private message from the Virgin team to help unblock me.
Thanks very much!
I'm also having the same problem and keep getting the same message as everybody else, "You can't use that password. Please choose another."
Have followed all the advice and tried all the various combinations I've read about to no avail. When I try to reset the password I get the following message:
You can’t reset your password online right now, as you don’t have additional details set up on your account.
To reset your password, please contact us and one of our team will help you."
My internet is working, but I need to create an account to access my first bill, can somebody from the VM team please DM me about this?
You've recently requested to change the email address you use to sign in to My Virgin Media. Please check your emails and verify this change before making further account changes.
So I have had no emails confirming change.
You posted this is May, we are now nearly in August and it seems this issue is still on-going. I joined VM this morning and now I am facing this issue of can't use that password. I've tried everything I can think of, suggestions from these post, keep it short, try it long, try a letter at the beginning.... But after over half an hour of trying different combinations it's starting to wind me up. Nearly 3 months judging by the first post this has been going on and I'm wishing I never joined if a simple thing like this can't be resolved.
Forum TeamHello Doodylicious,
Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with password when you sign up to us.
Id like to take a look into this for you.
If you don't mind, I will need to send you a private message to pass security.
If you can check the purple envelope top right of your screen that would be great.
Regards
Gareth_L
Same here, new customer, placed an order and can't do anything else as I can't get passed the account registration page. No matter what password I try I get an error that I can't use this password. Different devices, browsers, cookies, incognito mode, nothing works.
I guess it is not too late to cancel my new broadband if this issue is unresolved but I would apprecaite assistance to try and fix it.
Good evening,
I am also having this same password issue!
I have tried all the suggestions to no avail!
Forum TeamHi annoyedcustome2,
Thanks for your post and welcome to the Community. It's great having you on board with us although we are sorry to hear that you are also having an issue with setting up a Virgin Media account.
We can certainly check this out for you but in order to do that I will need to confirm some information with you.
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,
Forum TeamHi Salaan,
Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
I certainly can help to get things sorted for you.
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,
Hi, could you also help me with that? I just joined the service today and tried to creat my account and track the order, but no matter how the system just returned I can't use the password. Could you help to create the account at your side? Thank you!
I have the same issue - tried many passwords generated from a password manager that say "All requirements met" when typed in, but when I press Confirm I get "You can't use that password. Please choose another."
