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Error Codes DEF-01 API03

Joining in


I am trying to log in and create a new password with My Virgin Media account but am consistently getting the error codes DEF01 and API03. Please could someone inform me what this means and how to correct it. 

Thanks 🙂 


Forum Team
Forum Team

Hi Esther2, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear you are having an issue when attempting to create a new password, we will be able to help. 

Before we proceed, can you please try the following? 


  • Clear Cache and Cookies
  • Open the page on another browser 
  • Try completing the request via another device
  • Try completing the request via the My Virgin Media app

Please let me know how you get on. 




Hey Nat,

I’ve tried all these things but nothings worked I’m still getting the same error codes.

please let me know what we can do now. 

thanks so much,


Thank you for trying and I am sorry this has not worked. 

I would be happy to take a look at this from our side so I am just going to pop you over a private message to grab a few more details. This will be available via the purple envelope on the top right of this page. 

Speak soon,