Joined over phone but cannot login to account.

[chrcoluk]

Hi

I signed up today earlier over the phone, I was asked for a password and provided it, hub arriving on Saturday.

If I click the track your order it takes me to a generic getting started page, so I thought I would try to login to see, and it doesnt accept my email and password, if I click forget password it says is no account with that email address.

Also if I select forgot my email address, provide the account number, dob and area reference it says the account doesnt exist.

Any advice?

[chrcoluk]

Is it the case I need to register on my virgin media manually?

The problem is it says this on the register page.

"We're doing some work on our site"

[Paulina_Z]

Hi @chrcoluk,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues with accessing your online account.

It sounds like you created a security password for when you contact us directly so that we know we're speaking with the right person. Telephone security passwords and online account passwords are different.

If you've not registered for your online account yet, you can do so online. Please let us know how you get on and if you need any further help or assistance setting up your online account.

Thank you! 🙂

[chrcoluk]

Hi, my second post, I tried that but it says this, the register page is broken.

I want to do is track my order.

We're doing some work on our site

We'll be back soon

We're experiencing some problems right now. Please give us a call on 0800 052 1107

Looking for Virgin Mobile?

If you're already a Virgin Mobile customer you can log into your mobile account here

Need some help?

You can get help with our products and services or with payments here

[Paulina_Z]

Hi @chrcoluk,

Thank you for coming back to us. I understand that you've sent a colleague of mine a Private Message. Unfortunately, as per the Community FAQs and House Rules, we advise you not to contact staff directly without being asked to Private Message with them beforehand. If we decide that your issue needs further looking into via Private Message, we will communicate this with you and send you the first message. 🙂

Not sure if you've been able to see my reply to your post before you sent the message, but please have a look and let us know how you're getting on with registering for your online account. If you need any further assistance, please let us know. We're here to help.

Thank you! 🙂

[chrcoluk]

I sent the DM because with all due respect, you not reading what I am typing, you have now told me twice to load a link of which I have clearly stated is broken, maybe a 3rd time lucky?

What will it take for you to invite me to a DM to look into this? I am seeing other people in thios section getting looked into but you sending me scripted responses.

https://www.virginmedia.com/my-virgin-media/register "does not work"

Thank you.

[chrcoluk]

I attach a picture to try and make it clearer.

[Paulina_Z]

Hi @chrcoluk,

Apologies, your first reply to me did not load when I replied, but I can see it now. There is a known issue that is currently impacting our website at the moment. I do apologise about the inconvenience. 

Our teams are working on resolving this issue as soon as they can. Once this issue is resolved, you will be able to register for your online account with no issues. 

Keep an eye on our website to see how you get on.

Thank you.

[chrcoluk]

Hi

The message has gone which is good, I type in my email address then click continue, but sadly is now a new error.  Is it possible for staff to do the registration to get around these issues?

"Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01) "

I googled the error and found

https://community.virginmedia.com/t5/My-Virgin-Media-App/Unable-to-register-an-account-DEF01-Code/td... - solved by staff DM
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Unable-to-register-Code-DEF01/td-p/... - solved by staff DM
https://community.virginmedia.com/t5/My-Virgin-Media-App/Unable-to-register-an-account-DEF01-Code/td... - solved by staff DM
https://community.virginmedia.com/t5/My-Virgin-Media-App/Can-t-set-up-a-my-VM-account-Error-DEF01/m-... - was told for new accounts need to wait 72 hours (if this is true how do I track my order?) but then after his services was activated it still didnt work.
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/DEF01-error-creating-Account/td-p/4... - solved by staff DM, and staff offered to setup account for her.

Please let me know if you willing to actually assist me. 

[chrcoluk]

Ok I tried again and was able to register, I also did the email address verification.

However when signing in I get this message again.

We're doing some work on our site