Cannot create Virgin Media Account

[bigmanhuge]

Hi Folks,

I have phoned support 3 times with 0 resolution.

I'm receiving the following error when trying to create an account:

"Sorry, there was a problem registering that password. Please choose a different one."

I've tried all the standard stuff, clearing cache, trying different devices, trying different passwords, trying different emails, trying different web browsers, using private browsing. You name it I've tried it.

I have an account, I've paid and it's working - I'm posting from it right now. I am unable to create a virgin media account in order to manage this.

I'm putting in the correct details - I've tried to check for an existing account using the password reset tool, no such account exists.

Please help me with this issue, I have found multiple other threads describing the exact same or a similar issue where no resultion was reached for 2 months.

Example thread 1: Takes 2 months and 2 days - Ghosted by support, no further replies 

Example thread 2: Thirty one pages straight of people with the same issue. 

Example thread 3: Another 15 pages straight of people with the same issue 

With it being such a wide spread issue Why are there no updates on how to fix this documented anywhere.

With it being so common Why has this not been escalated to be fixed yet

With it still happening Why hasn't the pinned post been updated since the 9th of June 2022 - almost a full year ago

Support are unable to help - I've had 3 calls with them where no resolution was reached other than "We might call you back. Sorry." - No call backs received. They tried to make my account on my behalf (Which in itself is problematic) and encountered the same error. They didn't have anyone to escalate to.

Can we get a step by step guide about what we're supposed to be doing when this happens?

[Sabrina_B]

Hi @bigmanhuge 👋.

Thanks for reaching out to us. Apologies that you have been having issues with this. We would need to bring you into a private message in order to resolve this for you, please could you look out for the envelope on your top right screen or if you are using a mobile device, it will be located under your profile icon. 

There will be a few questions to answer in there in order to access your account and get this issue looked deeper into and potentially get resolved. 

Thanks.

Sabrina

[bigmanhuge]

Sabrina reached out via message and now hasn't responded since asking for my details.

Can someone please assist here? This is getting ridiculous

[bigmanhuge]

Just as an FYI for anyone with similar issues - It's still not resolved.

I will update when I'm resolved, but currently I'm still just unable to manage my details or make any changes to my service at all. It's been 8 days since the forum post, and 9 days since I reached out to Virgin for help.

Current response is "Something is wrong somewhere, might take 7 days to resolve".

[Molly_T]

Hi Bigmanhuge 👋 Thanks for returning to this public thread to keep it updated. 

Sincerest apologies for the delay in access for your My Virgin Media account! Sadly the community is not an instant response channel, so response times can vary depending on staff working hours and availability. 

I understand that a ticket has been raised for your access issue, and the IT team are working on getting this resolved for you. My colleague offering support via PM will get back in touch with an update as soon as possible! Please let us know if anything changes for you in the meantime, or if there is anything we can offer support with that you would usually do via My VM. 

Thank you for your patience whilst we get this sorted! 🌞

Wishing you all the best! 

[bigmanhuge]

It has now been over 7 days.

[Sabrina_B]

Hi @bigmanhuge.

So glad we got this sorted for you. If you ever need us in the future please reach back out to us on the community forums.

Thanks.

Sabrina

[Bruffell06]

Same issue for myself.