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Sarah_Walker22's avatar
Sarah_Walker22
Joining in
3 years ago
Solved

Password not accepted when registering for my vigin media

Hey

I am new Virgin Media customer and I am trying to register on MyVirginMedia.

I am not able to do this as whatever I try, I am getting the error "You can't use that password. Please choose another" when entering a password for my account.

I have tried both through a few browsers: Firefox, Chrome and Edge and also through the MyVirginMedia app on Android and get the same error whatever.

It says that "All password requirements met " but won't allow me to create a password whatever I try.  I can see from other Forum posts that this seems to be a common issue - please can someone help me solve this so can access my account?

Apologies to the original poster, I have copied your post as it asks exactly what I need to and you have received a response!

  • Steven_L's avatar
    Steven_L
    3 years ago

    Thanks for confirming your details via private message, I have tried to create your online account from here with the same result, I have now passed this over to our support team to look into and once they come back with an update, I will be in touch to advise.

    Kind Regards,

    Steven_L

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

    Hey Sarah_Walker22,

    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 registering for your online account, I would be happy to take a further look into this for you but first I 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

    • scottpippen's avatar
      scottpippen
      Tuning in
      2 years ago

      Hi, I’m having the same problem. New customer trying to register and it won’t accept any password for me   

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

        Hi scottpippen 

        Welcome to our services and thank you for your first post.

        Sorry to hear you are having issues setting up your my VM account password. To best look into this, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

        Thanks,

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

    Thanks for confirming your details via private message, I have tried to create your online account from here with the same result, I have now passed this over to our support team to look into and once they come back with an update, I will be in touch to advise.

    Kind Regards,

    Steven_L

    • Zinori's avatar
      Zinori
      Joining in
      2 years ago

      I'm having the same problems, can't set a password when registering for the my virgin app

      • Jodi_S's avatar
        Jodi_S
        Forum Team (Retired)
        2 years ago

        Hi Zinori,

        A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're experiencing issues trying to register for an online account with us.

        Can we ask if you have been installed and your services are active? We only ask because if you've not yet been installed, you will not be able to register for an online account until your service become active.

        If you are can you please ensure you are following ALL of the below criteria when choosing a password?

        •  Between 8-10 characters.

        •  Must start with a letter.

        •  Contain at least one number.

        •  No special characters.
        If you are 100% sure that the above requirements are all being met, can we ask you to try some different password variations? This is because we've had reports of customers being able to proceed when doing this and it's mainly because some choices are too guessable to be allowed.

        Can we also ask you to try registering through the Virgin Media app or through another web browser to see if this helps?

        If this does not work, come back to us. 

        Kind regards Jodi. 

  • WalterPlinge's avatar
    WalterPlinge
    Joining in
    2 years ago

    I am having the same trouble. My virgin email has worked for many years, but then Virgin insisted on a new password. This worked for 2 of my addresses, but not the 3rd - except on Thunderbird. It does not work on Virgin Media. I hve tried resetting the password, but this is not possible unless you already know the password. Virgin helpline is pleasant but useless. They say I have to pay Gadget Rescue to sort out the problem. Any suggestions?

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

      Hi WalterPlinge thanks for posting and welcome to our community

      Sorry to hear you're having issues with your 3rd email address.  Am I reading it correctly?  You can access via the Thunderbird app?   Also did our technical team explain why they recommended using Gadget Rescue?

      Regards

      Lee_R

      • WalterPlinge's avatar
        WalterPlinge
        Joining in
        2 years ago

        Thanks for the reply.You are correct. My Virgin email address works on Thunderbird, (both to send and receive messages)

        When I try to do this on the Virgin Media website, it does not work.

        I tried to get a new password after entering my virgin email address, but it will not let me apply unless I have the correct password.

        The technical team on the Virgin Helpline explained that, according to a note from the IT department, I had been informed that there was nothing wrong at Virgin. They had said that I should apply to Gadget Rescue. However I had not been informed of this

        These troubles have been going on since 5th February (16 days) and I am getting frustrated. I cannot help but feel that Virgin is giving me the run-around because it cannot be bothered to fix a simple password problem. The people on the helpline are very nice and I feel are doing their best, but basically Virgin is delaying and delaying. This recommendation that I should phone Gadget Rescue is a tactic. It allows Virgin to claim that it has closed a case satisfactorily, which is simply not true.

  • WalterPlinge's avatar
    WalterPlinge
    Joining in
    2 years ago

    That would be very helpful.

    If I try to open my email on the Virgin website it asks for my password. None of my passwords work. As I understand it, the password which I used when linking up to Thunderbird is not intended to be the same as the one I need to activate the email on the Virgin Media site.

    The Virgin Media email was working well until I closed it inorder to use another of my secondary accounts. When I tried to reopen my email, the page required my password, which did not work.  That is on my home computer.

    I have another computer a mile away at my workplace. The Virgin email works normally there, but I have not dared to close it and attempt to reopen again; because I fear it might demand the same password (which I do not have).

    I understand that when I signed up to Virgin, I had one primary account (@ntlworld,com). The others which I later setup were @virginmedia.com. However Virgin changed its protocol so that it would not accept the @ntlworld account as primary. The distinction between primary accounts and secondary accounts has been expunged, and the @ntlworld account is not longer the primary account.

    I have not seen a full explanation of this so may have misunderstood. At any rate, Virgin allows me no means with which to create a new password for my @virginmedia mail account .

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

      I can see we are currently in PM looking at this, do reply when you can do.

      • jiawen1718's avatar
        jiawen1718
        Joining in
        3 months ago

        Hi, I am facing the same issue of being unable to register MyVirginMedia account. I already received the broadband and have activated it. Every time I try to register the account, when I set up the password, the website gets frozen or crashed. 

  • eric913's avatar
    eric913
    Joining in
    2 years ago

    Hi, I’m having the same problem. New customer trying to register and it won’t accept any password for me