Forum Discussion

Slytipple1's avatar
Slytipple1
Tuning in
4 years ago
Solved

Can’t register new account for My Virgin Media

Good Afternoon, I recently signed up to Virgin Media last month (now that it’s available in my area) and am awaiting installation next week. I have tried registering my account for My Virgin Media h...
account
Error
register
  • Ayisha_B's avatar
    Ayisha_B
    4 years ago

    Hi Slytipple1,

    A warm welcome to our Community Forums and thanks for your post. Great to have you back 🙂

    I'm really sorry to hear of the issues that you're having trying to create your new account with us. 

    Your email address will most likely be tied to your former account. If that is the case our IT team would need to update the records.

    I'm more than happy to take a further look into this for you but would need to confirm a few details over via PM first.

    Please keep an eye out for the purple envelope icon in the top right hand corner of your page for my message. 

    Cheers

     

Molly_T's avatar
Molly_T
Icon for Forum Team rankForum Team
4 years ago

Hi Slytipple1, thank you for returning to this thread with an update. 

Sincerest apologies for your experience so far - I can appreciate your frustration given the circumstances!

There are several different aspects to the issues you have been experiencing which we will need to tackle individually:

1) Your ongoing My Virgin Media registration issue. 

As you were previously registered with a former account this should be resolved by transferring the My Virgin Media registration over to your new account. We can do this internally for you, or if not possible via our systems for any reason, raise a ticket with IT to get this processed for you. I can only apologise that this is taking such a long time to get resolved! There have been some issues with the My Virgin Media part of our site over the last couple of days, I hope this is the primary factor causing the delay. 

2) Your experience with us so far in getting your services installed, set up and activated, and experiences customer services trying to get any issues you have had resolved. 

 

What I can suggest to do to move forward with this is send you another PM to confirm some details, and get a complaint raised for you. This way we have a record of your feedback and experience, and we can advise that you will be looking to leave your contract without penalty as your complaint resolution. 

I can also then chase this my Virgin Media registration / IT ticket, and escalate this internally. 

You will find the PM in the top right corner of the page in your Inbox. 

All the best! 

 

 

maximillion_16's avatar
maximillion_16
Joining in
4 years ago

Hi I am also having a problem setting up my account as each time I enter a different password it says I cannot use that password. Can you please help with this?