What is wrong with the Virgin Media website? Whatever I attempt to do, no matter the time or year - the only thing I'm ever met with is ERRORS! It's beyond frustrating. Why is nothing fixed on this awful website? Anyway. I'm trying to create an account but every time I type a password it shows up with the same error. You can't use that password. Please choose another. YES - I have followed the guidelines (which make no sense, why would I choose such a weak password?); it doesn't work no matter what I type in. This has been an issue since 2019 (!!!) and still hasn't been fixed. Massively disappointed with VM. This is for a broadband account. Not Cable or mobile.

Can someone contact me please, as I can't get passed the most basic registration stage. The passwords I choose are perfect in length, strong etc but oh no "You can't use that password. Please choose another."This problem has been around for 3+ years but not fixed. Why?

Hopefully this will help people in some cases. - Firstly I was an old member of Virgin Media (VM) some years ago, this may have had a bearing. - Secondly, I already have Virgin Mobile (VMob) on the same email address that I signed up for VM on - I am 99% sure this messes with VM's head too much and causes issues. However,1) I usually use Chrome - BUT, I opened up an Edge browser and went to /myvirginmedia2) I chose to use a completely different email address I have - not previously known to Virgin in any way and most importantly NOT the same as the one I signed up for VM or VMob with. 3) The site asked me to confirm Last Name, Account Number and Area Code4) The site asked me to create a password5) Site sent me a verification link to the NEW email address, not the one I signed up to VM with 6) I was able to login and fill in Profile information 7) I was able to update the Contact Email address BACK to the one I wanted, the one I signed up to VM with. Hopefully this helps a few people

Yes. The password checker says it is strong and it precisely follows the rules which include no special characters.

I have the exact same issue, please can you help

I have the same problem, I can't create a password.Can you please help me ?

Can't create an account | Virgin Media Community

David_Bn
Forum Team
4 years ago
Thanks for your post on our Community Forums fuvmiff, and a very warm welcome to you!

Sorry to hear of the issues when trying to register for a self-care account

Check out the purple envelope in the top right hand corner for a private message from me

Kindest regards,

David_Bn
- bellsquarry
  Joining in
  3 years ago
  Can someone contact me please, as I can't get passed the most basic registration stage.
  The passwords I choose are perfect in length, strong etc but oh no "You can't use that password. Please choose another."
  This problem has been around for 3+ years but not fixed. Why?
  - Hayley_S
    Forum Team (Retired)
    3 years ago
    Hello bellsquarry,
    
    Welcome, thanks for joining the thread. Hope you are well.
    
    I am sorry for the issue with your password, have you tried using no more then 10 characters/Capital letter/numbers/Symbols?
    
    Many thanks,
- JohnSemp
  Joining in
  3 years ago
  Hi, can someone DM about this please? I can't set up an account.
- fletchi221
  Tuning in
  3 years ago
  I have same issue
NL4
Joining in
3 years ago
Hi
I have the same problem. I need to postpone the delivery of my stuff - which I can only do from the app apparently - which I can only access if I have an account - which I can't create without a password - which is not working, like the others posted.
Problem is that someone from your team told me I need to wait for my services to be activated to create my account - but I'm guessing the services won't be activated if the box is not delivered... Just going circles.
This is incredibly painful, can you please help ?
- Zach_R
  Forum Team
  3 years ago
  Hi NL4,
  
  Thank you for your post and welcome to our community forums. We're here to help.
  
  I'm very sorry to hear that you're struggling to rearrange the delivery and installation of your equipment. Have you reach out to our pre-installation team about this yet to see if they can reschedule this for you? They can be reached on 0800 052 1734.
  
  Let us know how you get on.
  
  Thanks,
MeLi80
Joining in
3 years ago
Dear Forum Team,
I need help as well. Same story: The passwords I choose are perfect in length, strong etc - but "You can't use that password. Please choose another."
I have tried different passwords and I am setting up as a new client...
So could you get in contact with me via PM?
Kind regards!
Floodgate
Joining in
3 years ago
I am having the same problem as others and can't find a solution
- Ryan_N
  Forum Team (Retired)
  3 years ago
  Hi Floodgate,
  
  Thank you for your post and welcome to the forums.
  
  Is it possible if you could expand on the issues/error you're being faced with when trying to do so?
  
  Cheers,
  
  Ryan.
  - Floodgate
    Joining in
    3 years ago
    I have tried to create an account as I have received my Virgin media box today as a new customer.
    Everytime I try to create a password it says it doesn't meet the criteria even though I've done everything it has asked.
00abaker
Tuning in
3 years ago
I have the same issue. Keeps saying "You cannot use that password".
I'm a broadband customer and my service is active. All the requirements of the password are being met.
Please Help!
- 94JDH
  Tuning in
  3 years ago
  I've been having the same problems as everyone else:
  1. Met the criteria for password.
  2. tried setting up, via different platforms, app, browsers etc (cleared cache etc).
  Obviously a major problem and all I want to alter is the websafe conditions!
  If someone can get back to me please.
  - Kain_W
    Forum Team (Retired)
    3 years ago
    Apologies for the issues faced 94JDH,
    
    I've dropped you a PM so we can discuss further.
    
    You can find this via the purple envelope icon.
    
    Thanks,
JBGoode
Joining in
3 years ago
I am having similar difficulties creating an account despite all of my efforts as well as using a recommended strong password.
Please help!
- wabby
  Joining in
  3 years ago
  Im having the same issue.
  - Kain_W
    Forum Team (Retired)
    3 years ago
    Hi wabby,
    
    Apologies for the issues faced, can I ask does your password meet the following requirements?
    
    - Between 8-10 characters
    - Start with a letter
    - Contain at least one number
    - No special characters
    
    Let us know,
- Kain_W
  Forum Team (Retired)
  3 years ago
  Apologies for the issues faced JBGoode,
  
  Welcome to the community.
  
  To rectify this I've dropped you a PM to discuss further.
  
  Thanks,
DeanX
Joining in
3 years ago
Nothing but problems myself. I've tried 40+ passwords on trying to create my account and nothing will work
Please help
- Backagain
  Tuning in
  3 years ago
  Suddenly ours worked this evening. We tried a password with the numbers in the middle of the word, so for example pa55word, and it worked! Try it.
  - LizOnline
    Joining in
    3 years ago
    This didn't work for me. I think some people are randomly getting lucky or something.
- Kain_W
  Forum Team (Retired)
  3 years ago
  Hi DeanX,
  
  Thanks for your post and welcome to the community.
  
  Apologies for the issues faced, I've dropped you a PM so we can discuss further.
  
  Thanks,
khaled1170
Joining in
3 years ago
Dissapointed with virgin media. almost a week now and this issue has still not been sorted out! I NEED HELP!!!!!!
khaled1170
Joining in
3 years ago
Dissapointed with virgin media. almost a week now and this issue has still not been sorted out! I NEED HELP!!!!!!
oaklands2022
Joining in
3 years ago
I am in the same boat as well. Tried numerous combinations as well as the weak password suggestions. Nothing worked so far. Virgin says a ticket has been opened with IT not sure how much that will help. Any support much appreciated
- Travis_M
  Forum Team (Retired)
  3 years ago
  Hi oaklands2022
  
  Thank you for posting on our community forum
  
  Sorry to hear about this, I am going to drop you a private message now to collect some more information. Please keep an eye on your inbox.
  
  Regards

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