Virgin Media Community

[GBrien]

I'm a new customer trying to set up my account to manage my service. I keep getting the seemingly common issue when I try to set a password, I'm getting the "You can't use that password. Please choose another." error.

I tried several passwords, including several of the suggested strong password autofills. Nothing helps.

[Kath_F]

Hi GBrien, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue with creating a My VM account. We're aware that some people are having an issue with this and there are a few things I need to check with you. 

Can you please ensure you are following ALL of the below criteria when choosing a password.

• Between 8-64 characters.
• Must start with a letter.
• Contain at least one number.
• Contains only one of these special characters: !@~&*_

If you are 100% certain that the above requirements are all being met then can you 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.

You should also try registering through the app or through another browser to see if this helps. 

Should this not work, pop back here and let us know. We will then be able to raise this with our IT teams to get things resolved for you. 

Keep us posted.

Thanks, 

[GBrien]

Hi, I tried all your suggestions but no solutions unfortunately. Please let me know what else we can do to get things working

[Adri_G]

Hey GBrien, thanks for checking this and getting back to us with your feedback.
We're sorry to hear our suggestions above did not help with registering with us online for your account and services.

In order to be able to help further with this, we'd need a few more details which can be shared via private messaging.
I'm going to send you a PM here shortly.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.