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Message 1 of 2
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7 days after installation and still can't register account

This is my second post on this subject but seeing as nothing has changed, thought I'd create a new one.

Quick rundown of the issue:

Entered email address into -

Link directs to -

Sometimes I get the DEF01 error and others the link states account is already set up with that email address and gives me the option of signing in or reseting password. So, I go to 'reset my password' as I initially entered so many variations for a password that I actually forgot what it was I entered hence the reason not to click the 'sign in' option.

I go to this page and enter my email address:

The system tells me that I can't reset my password online right now as I don't have additional details set up on my account and that I need to contact Virgin on 0345 454 1111, which is exactly what I did 7 days ago and was told to wait 24 hours for the engineer to verify my installation, which I did but nothing changed.

Followed a second link to register -

Entered account holders last name, account number and area ref and got the error message 'Oops, something's broken'. Other times I have tried this link I got
'You already have a My Virgin media account' with a red box prompting me to 'Continue to log in' and another box saying 'script error'.

When I click the red box, I am re-directed to -

And so the cycle starts over...

I've followed all the correct steps to create a password, cleared cache, different browsers etc yet nothing seems to be working. I've also never used Virgin before so the chance of my email being attached to another account is nil.

Had a member of the Virgin team helping me in PM. On Friday the 10th of June he said that he had discovered the issue stopping my order being completed but he needed to pass it onto another team which would be fully resolved on Monday 16th of June.

Monday came and went yet I still couldn't register my account and still can't. The only thing that has changed is that the person helping me has since disappeared!?

I've read messages on this board dating back to 2019 where this issue was raised, yet here we are three years later still having to troubleshoot something that really isn't the customers responsibility.

Any idea when this will be fixed for myself and other new customers as the issue seems to be quite prevalent?


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Message 2 of 2
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Re: 7 days after installation and still can't register account

Hi Izthizu,


I can see my colleague sent you a private message an hour ago, if you can please reply to that when you can he'll be able to help.


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