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Error code DEF01

Tuning in

I cannot sign into my new Virgin Media Account. I get as far as verifying my email and always get sent to add security info. After filing this in, I always get Error Code DEF01. 

This has been happening for over a month.

I have tried:
- Chrome and Edge browsers
- PC, iPad and iPhone
- Clearing all browser cookies on Safari; Edge and Chrome

Please advise - I really want to see my account and manage my settings but have been unable t do so.


Forum Team
Forum Team

Hi ij66,

Thank you for reaching out to us in our community and welcome both here and to Virgin Media, we are  sorry to hear you have been unable to get into your Online Account due to set up not completing and error DEF01, so we can help get this set up we will send you an invite into a private chat, please look out for the white envelope.



Tuning in

As there are a LOT of people with this error code, could anyone give me an indication of the timeline for resolution of the problem and access to My Account? Am I looking at days, weeks or months for a resolution?

All help gratefully received.

Tuning in

Facing the same issue @ij66.  Raised it a month ago and still no resolution.  Lots of promises of tickets being raised to fix it, but absolutely nothing done.  Shocking level of service from Virgin.  Had a similar issue with Sky mobile last month and fixed during a 5 minute call... makes me wonder why I left Sky TV and broadband. 

@nulasille wrote:

<SNIP>... makes me wonder why I left Sky TV and broadband. 

Good point, why did you?