Forum Discussion

ColinGrieve's avatar
ColinGrieve
Joining in
12 months ago

Def01 error

Hi,

I'm having issues completing my account. I have signed up, got my new broadband installed on Saturday the 10th and since then, went to complete my account setup, but i keep getting the def01 code when at the security page asking to setup a security question, along with asking for my DOB, phone number and billing contact preferences. Can you help please?

  • I would also like to say i have tried this on different browsers as well as the app. Tried clearing cache and cookies, tried it in private browsing as well. 

  • Hi ColinGrieve,

    Thank you for your posts and welcome to our community forums. We're here to help.

    I'm so sorry to hear that you're having some trouble registering for and setting up a My Virgin Media online account. Are you accessing the site at all via a favourite/bookmark on the browser?

    Thanks,
     

  • Hi, 

    I can access the my virgin media page. It takes me to logging in, and then straight to the complete your profile page where i can fill it in, but it won't let me save it as it comes up with "Oops, we've ran into a problem.
    Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)"

    It's been doing this every day since Saturday and i can't access my parental controls to set up that side of my account as well. 

    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi ColinGrieve,

      I'm sorry to hear that this is happening. Can you confirm if you're accessing any part of the site via a favourite/bookmark on your browser? This can sometimes cause the issue you're experiencing, so I want to see if we can eliminate that potentially being a cause.

      Oh, and thank you for the compliment on the t-shirt too. ๐Ÿ˜Š

      Thanks,
       

  • Hi Zach,

    I'm not entering it via a favourite or a bookmark. just from searching it via the web browser and then accessing my virgin media. It's just a tad annoying, due to just wanting it all setup so i can forget about it all. It does seem like it's a very common occurrence as well from what i can see. But there's never anything posted about how to fix it, just seems to be sorted post a PM from someone.    

    NP about the tee. A lifelong Blink fan over here as well. 

  • Hi,

    I had a PM to verify who i was, then i've heard nothing since then, no help passed on. Please help me out, i just want to get my account fully setup

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team

      Hi ColinGrieve,

      Apologies, I've just come online and picked up your messages.

      I will respond to you now ๐Ÿ˜Š

    • BrokenLinks's avatar
      BrokenLinks
      Tuning in

      Hi Colin, did you ever manage to get this sorted, same issue here for over 4 weeks now, and no one seems to know what the issue is