Cannot register a My Virgin Media account

[Paul_LFC]

Hi,

On Friday I signed up for a Virgin Media package, and on Saturday I was sent my contract and account information through via email.

I went to register a My Virgin Media account on the https://my.virginmedia.com/create-profile/register page, but when I enter my email address, I just get a message that "We're sorry to see you go. Now you’ve left us, we’ve closed your account and you can no longer register for My Virgin Media." I have no option to continue with registering an account. I've tried clearing cookies and retrying registration, and also tried a different browser and device, but the error message re-appears.

On occasion this message is instead replaced with a message that says "Oops, we've ran into a problem. Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)".

We had service with VM in the past using this same email address, so this appears to be the cause of the error, but I don't know how to proceed.

I tried resetting the password to see if the old account still existed, but the email address wasn't recognised by the forgotten password page.

From other threads I've seen regarding this error, it seems this may require some tinkering on VM's side to resolve.

Any help would be much appreciated.

Thank you

[Steven_L]

Hey @Paul_LFC,

Welcome back to the community and thanks for taking the time to post.
I'm really sorry to hear of the issues that you're having trying to create your new account with us and you are correct that former account that you had, will be causing the issues creating your new account. I would be happy to take a further look into this for you but would need to confirm a few details over via private message, please look out for my message and we can get started.

Regards,

Steven_L

[Paul_LFC]

Thanks Steven - I've read the privrate message and sent a reply.

[Steven_L]

Thanks for confirming your details via private message @Paul_LFC.

I have now raised this with our support team to have your email address removed from the system, so that it can be re-added to a new account, this can take up to 5 days to be resolved but is often done sooner.

I will be in touch as soon as they come back to me with an update.

Regards,

Steven_L

[Paul_LFC]

Thanks Steven, that's great. I'll wait for confirmation before I attempt to register the account again.

[Steven_L]

That would be great @Paul_LFC, I will be in touch as soon as I have anything back.

Regards,

Steven_L

[Annainternetpro]

I am having the same issue, I don't remember ever having a Virgin Media account before but I'm still getting the same 'we are sorry to see you go' message, is it possible for you to help me out with this?

[Nathan_B]

Hi there @Annainternetpro, welcome to our forum and thanks for your post.

I'm sorry to see you are having issues creating your online account, it sounds like this needs to be investigated further on our end so I'll send you a PM to confirm your details.

Regards

Nathan

[Nathan_B]

Hi there @Annainternetpro, thanks for chatting with me via PM. 

I'm glad to hear your issue has now been resolved, please let us know if you require any further support.

Regards

Nathan

[Paul_LFC]

@Nathan_B

Hi Nathan,

Can you please action whatever process helped @Annainternetpro for my account as well?

I have now been waiting nearly a week and it seems Virgin haven't yet fixed this as I'm still running into the error that I have left Virgin despite rejoining. My Hub and TV boxes arrived today, so I would like to register my account so I can track my bills and make use of the services included in my bundle such as Virgin TV Go and Netflix.