Forum Discussion

fuvmiff's avatar
fuvmiff
Just joined
4 years ago

Can't create an account

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. 

155 Replies

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum 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's avatar
      bellsquarry
      Joining in
      4 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's avatar
        Hayley_S
        Forum Team (Retired)
        4 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's avatar
      JohnSemp
      Joining in
      3 years ago

      Hi, can someone DM about this please? I can't set up an account. 

       

  • NL4's avatar
    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's avatar
      Zach_R
      Forum Team (Retired)
      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's avatar
    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's avatar
    Floodgate
    Joining in
    3 years ago

    I am having the same problem as others and can't find a solution

    • Ryan_N's avatar
      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's avatar
        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's avatar
    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's avatar
      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's avatar
        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's avatar
    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!

      • Kain_W's avatar
        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's avatar
      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's avatar
    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's avatar
      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's avatar
        LizOnline
        Joining in
        3 years ago

        This didn't work for me. I think some people are randomly getting lucky or something.

    • Kain_W's avatar
      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's avatar
    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's avatar
    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's avatar
    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's avatar
      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