DEF01 error creating Account

[Beth49]

Hello,

I was sent an email to set up Virgin Media online but repeatedly getting DEF01 error. I can see others here have had the same but cant see any solution. Screensht below. I have tried clearing cookies and a differnt browser but no luck. Customer support seem unable to help and dirrected me here. Can anyone helo with this please?

[Lloydy27]

I am getting the same issue!  I can see others have experienced the same reset password issue.  I have cleared cookies, cache and tried other browsers. 

[Carley_S]

Hi Lloydy27

Welcome to the community. 

Sorry to hear that you're not been able to register an online account. We'll need to raise an IT ticket for this. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Hi Lloydy27

My apologies for the misunderstanding, you mentioned you were getting the same issue as the thread, The DEF01 error for creating an account. You mention you already have an online account. When you try to log in what is the error code you see? Can you try resetting your password or try a different browser to see if this works. 

[JoeyMedia]

Hi I’m also having this issue.

I paid for a broadband package, but was not required to make an account, I’ve been give an account number but am unable to log in to a virgin media account, and was not required to set up a password like a few others on this forum.

each time I try to log in or even attempt to create my account I’m getting error code DEF01

[Alex_RM]

Hi JoeyMedia,

Thanks for posting and welcome to our community 🙂

Can you try clearing your cache and cookies?

Can you try a different password.  No special characters, only letters and numbers, MUST begin with a letter, try keeping it between 8-10 characters. 

Alex_Rm

[JoeyMedia]

 I’ve cleared cookies and data, just tried resetting my password and comes up with this.

[Paulina_Z]

Hi @JoeyMedia,

Thank you for coming back to us about your ongoing issue. Have you previously registered for an online account and had access to it?

If not, please try registering for our online account to see if this can help you access your online account. 

Let us know how you get on and if you need any assistance with the registration.

Thank you.

[JoeyMedia]

Just tried to register an account with my email that I used to purchase my broadband package and getting this, I am unable to my and account with my email or reset my password with an account using my email, no matter what I do I get the same code: DEF01

i have my account number and area reference from emails I’ve received about my broadband but unable to access my account or make one.

[Paulina_Z]

Hi @JoeyMedia,

Thank you for coming back to us about this issue. Can you please advise if you've tried to register by using a different web browser of by registering via our MyVirginMedia app?

Please give this a go and let us know how you get on.

Thank you.

[JoeyMedia]

Just tried via the app and still getting the same thing.