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DEF01 error creating Account

Joining in


I can't seem to sign up for an account on My Virgin Media via the website. I have a broadband plan with Virgin Media which started last November. I currently receive paper bills but would like to switch to ebills.

I have tried creating an account but after entering my details, I saw the DEF01 error. I have tried resetting cookies/restarting computer etc. Upon trying to reset my password I receive the error "You can’t reset your password online right now, as you don’t have additional details set up on your account."

My issues seem identical to this post

I had an account with Virgin Media in the past with the email I'm trying, but that was closed in 2018. Perhaps my email needs to be removed from the system again first before I can sign up with an account?

Many thanks,




Forum Team (Retired)
Forum Team (Retired)

Hi nicktgphillips, 


Thank you for your post. 


Really appreciate the information you've provided on your post - it's helpful. What I will do is send you over a private message so that I can get this sorted for you.