Day 1 after purchase - Cannot register account !

[kiki69]

I have read many many posts regarding failed account registration when creating a password. I have done everything to make this work and with no luck.

I purchased my broadband M125 yesterday evening over the phone with a sales rep, today I received my welcome email which contains two documents of which one is the contract.

On the email and the attachments both contains my area code and account No. which the sales rep given me already near to the end of the call.

So what's the problem here, why can't I register my account over the password page. I started with a letter i contain numbers i then removed numbers i kept it within 8-10 then i tried all sorts!

I want to make an account so I can change my installation date and track my order! 

Someone posted same last Thursday, I did everything he did and what the replies he's got from forum staff, the account just wont work. I registered with the email that I used during the purchase over the phone

[kiki69]

Bump

[David_Bn]

Good Morning @kiki69, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear of the difficulty registering for the self-care account. Can you confirm what error message you receive when trying to register the account?

Can you confirm if the E-Mail address you're attempting to register with has been used previously for a self-care account with Virgin  Media?

Kindest regards,

David_Bn

[kiki69]

Morning, 

The problem is the password page it just won't come through to work, no matter what I generate.

I don't think I have an old account with you but are you able to check for me if I do on your system? Please PM me

[kiki69]

So if you followed my posts, the two answers I was given by members of different dep within Virgin media group on creating my VM account:

- 72hrs from purchase of your broadband
- Create account after connecting to service (By this time it would be too late to cancel my contract)

Today I tried to create an account again in every method possible, still not luck and to make it worst that stupid DEF01 pops up now and then, not always but it does.

Will most likely ring in tomorrow to cancel, I though Santander service was bad but this is next level.

[John_GS]

Hi kiki69

Thanks for posting and welcome back to the community

Sorry to hear it has not worked.

I'll send you a PM now to assist further

Best,

[kiki69]

For anyone reading this, check my previous posts.

The day of installation was today 11/02/23, all other comments from forum and the call team said wait 72 hours after purchasing that didn't work. Then the other one was you need to be connected to our service which was TODAY! 

I went online to registration page, no luck stuck on the password page again.

I need a reply asap from forum member, because I am about to cancel everything. I knew it was a lie.

[kiki69]

For anyone reading this, check my previous posts.

The day of installation was today 11/02/23, all other comments from forum and the call team said wait 72 hours after purchasing that didn't work. Then the other one was you need to be connected to our service which was TODAY! 

I went online to registration page, no luck stuck on the password page again.

I need a reply asap from forum member, because I am about to cancel everything. I knew it was a lie.

[Molly_T]

Hi Kiki69 👋 thank you for continuing to keep this thread updated!

So sorry to hear you are still having issues with registration - particularly a 'this password cannot be accepted' and 'DEF01' error message. Also our apologies for any mixed messaging here! I can appreciate this must be frustrating. There are a few reasons that can cause registration issues;

1) The password you are trying to use does not meet the password requirements. The password will need to meet the all of the following requirements:
•  Must start with a letter.

•  Be between 8-10 characters.
•  Contain at least one uppercase and one lowercase letter.

•  Contain at least one number.

•  No special characters.

•  No default words like 'virgin' or 'password'

2) If you are a new customer awaiting installation - in which case the issue automatically resolves itself once your services have been fully installed and activated. (Please be aware it can take 24 hours for our systems to catch up.) Hopefully this is the case for you and today you will be able to register! 

3) If you are registering with an email address that has been associated with a former service account. If this is the case, we need to get the email address moved over to the correct current account. We do this by sending a PM to confirm a few account details and updating our records.

4) An unknown or temporary error with your account or our website. This may involve an IT ticket needing to be raised to get the issue resolved.

I will send you a PM to confirm a few account details and offer further support if needed - but if you can please also try registering again today now your services are installed and active, this will help confirm which one of the above issues is likely the case! You can find my PM in the top right corner of the page in your Inbox 📩. 

Apologies for any inconvenience in the meantime, and thank you for your patience whilst we get this sorted! 

All the best. 🌞

[kiki69]

1) Wait 24hr - 72hr to make an account - LIE 

2). Wait 24hr after your installation - LIE 

3. IT ticket created, should be fixed by 20th - MOST LIKELY ANOTHER LIE

...... where do we go from here, im about to cancel the contract within my 2 weeks, I'm prepared to take this to court. I have had a month of nightmare since joining, how hard is it to get my account created?

Im sure you admins are just as annoyed seeing this problem daily, why has the manager of you guys not pursued this issue with the higher up?