We tried to sign up with Virgin Media but keep on having error issues with the passwords including some automatically generated ones. I spent three hours on the phone, to be fair, half of the time being transferred to different advisors and had to go through security questions again and again. After speaking to four different advisors including the escalated IT expert who simply repeated what the others did and raised a ticket. None of them have any clue. Could anyone help? I am not an IT guru but definitely know the basics. I have tried different email addresses, different passwords, tried to sign in then change passwords, sign up from scratch using different browsers. None of them work. It seems the new trend to work out ourselves rather than relying on the Virgin 'advisers' / 'experts' now.

As I previously posted, I have had sign-up issues when I joined Virgin Media two months ago. Funny it is after 2 months, my complaint went silent and left not dealt with. I have spent hours on the phone going through the same technical details with various Virgin Media teams based in India or sometimes in the UK but unanimously clueless of what is going on. I just had a typical conversation. Half an hour on the phone with call center based in India trying to find where is the problem, got transferred back to the UK hoping to find an answer, got transferred again back to India trying to find out where is the problem. Brilliantly executed time wasting strategy. The whole point is to wear you out rather than solving the problem. I would suggest anyone anyone who is within 14 days cooling period or even considering joining virgin Media, DO NOT.

Hi CluelessVirg Welcome to the community forums Sorry to hear of your concerns with setting up your online account. Can you confirm what is the error you're seeing when you try to create the account? Is it just advising that the password you're using is not being accepted or some other error? IT tickets can take 5 working days for the team to investigate and resolve, if this has already been raised then the team will contact you for any further information that they'll need to sort this for you.

Sorry, there was a problem registering that password. Please choose a different one.

I have even tried system generated random passwords, still no use. It is more about the account setting. This email address was used for a different property address before and when I called, the staff said she would deregister / unlink this account from the previous address and ask me to try to register again, this is over a month ago.

And no, I still haven't received any confirmation after nearly a week. I am on the phone again, trying to explain myself to another clueless colleague.

Trouble signing up account, password error | Virgin Media Community

11 Replies

Carley_S
Forum Team
2 years ago
Hi CluelessVirg

Welcome to the community forums

Sorry to hear of your concerns with setting up your online account.

Can you confirm what is the error you're seeing when you try to create the account? Is it just advising that the password you're using is not being accepted or some other error?

IT tickets can take 5 working days for the team to investigate and resolve, if this has already been raised then the team will contact you for any further information that they'll need to sort this for you.
- CluelessVirg
  Tuning in
  12 months ago
  Sorry, there was a problem registering that password. Please choose a different one.
- CluelessVirg
  Tuning in
  12 months ago
  And no, I still haven't received any confirmation after nearly a week. I am on the phone again, trying to explain myself to another clueless colleague.
  - John_GS
    Forum Team
    12 months ago
    Hi CluelessVirg
    
    I'll send you a PM now to assist further.
CluelessVirg
Tuning in
12 months ago
I have even tried system generated random passwords, still no use. It is more about the account setting. This email address was used for a different property address before and when I called, the staff said she would deregister / unlink this account from the previous address and ask me to try to register again, this is over a month ago.
CluelessVirg
Tuning in
12 months ago
After 3 weeks, still going nowhere. No communication from VirginMedia either. I am amazed by your fantastic customer service!
- Alex_RM
  Forum Team
  12 months ago
  We are sorry for the delay in resolving this CluelessVirg, it does look like the IT ticket is still being looked into.
  
  Alex_Rm
CluelessVirg
Tuning in
12 months ago
As I previously posted, I have had sign-up issues when I joined Virgin Media two months ago. Funny it is after 2 months, my complaint went silent and left not dealt with. I have spent hours on the phone going through the same technical details with various Virgin Media teams based in India or sometimes in the UK but unanimously clueless of what is going on. I just had a typical conversation. Half an hour on the phone with call center based in India trying to find where is the problem, got transferred back to the UK hoping to find an answer, got transferred again back to India trying to find out where is the problem.
Brilliantly executed time wasting strategy. The whole point is to wear you out rather than solving the problem. I would suggest anyone anyone who is within 14 days cooling period or even considering joining virgin Media, DO NOT.
- Matthew_ML
  Forum Team
  12 months ago
  Hey ClueessVirg, thank you for reaching out and I am sorry you feel this way.
  
  I've taken a look and I can see you've been in touch with my colleague on here and over the phone.
  
  Have they managed to help at all?

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Trouble signing up account, password error

11 Replies

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