Forum Discussion

AdamH94's avatar
AdamH94
Joining in
11 days ago

Can't register???

Posting here because I am beyond frustrated now.

Changed over to Virgin from EE in December and got my installation mid-January. This is after a cold-call at the front door where he promised the world about the service after I'd been having constant issues with my broadband with EE.

Followed all the steps to register and the website crashes every time. Tried multiple times over the week and there is just no way.

Contacted support and there was a clear language barrier, but after some patience on both sides, they tried to register on my behalf and also could not. They raised a ticket and promised callbacks. Got a call back the next day to say they still cannot fix it but will call back the next day. Then no calls. Called back again today (bearing in mind each call so far has been half an hour) and still no further forward. 

It takes so long to get past security each time as well because they ask for my password and memorable word but since I have no account, I obviously cannot provide these. So it's a bunch of questions which takes about 10 minutes.

So far I have no idea what the problem is. 

Has anybody else had this issue and how did you resolve it? I've had to raise a complaint and am debating going to the Onbudsman since I cannot access my account, billing info or change any settings! 

  • Hi AdamH94,

    Thanks for your post and welcome to our community. 

    I'm very sorry to hear you’ve been unable to register the online account, and that the team have been unable to resolve this for you.

    I'd be happy to help 😊I'll send you a private message now. Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • I'm in the same boat, what's even more annoying is I actually do have an accessible account but it was made with an account number they gave me before installation but then they gave me a new number when it finally got installed which meant this account is no longer even linked to my package info and still thinks I haven't even had installation yet! It even has a completely random email with someone elses name where it says the contract was sent to?? But now that I am trying to open an account with the correct account number it keeps crashing at the password page! Its so frustrating I hope we can get a resolution, considering Virgin is meant to be a leading telecomms company I wonder why the website/system is such a shambles!

    • Beth_G's avatar
      Beth_G
      Forum Team

      Hi meowthekat06

      Thank you for your post, welcome to the Community Forums.

      I'm sorry to hear you're having the same issues when you're trying to register. I can certainly look into this for you.

      I've dropped you a message.