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My VirginMedia Access - 4 weeks after installation!

Tuning in

Trying to access myvirginmedia app and constantly getting a def01 fault when trying to progress past first screen.  Had this issue for over a month now and not being sorted despite calling, whatsapps and this forum.  Awful service which no one seems to be able to fix! 


Forum Team
Forum Team

Hi there @nulasille 

Than you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry to hear that you are facing this issue with the app, can I just check are you able to view the web site version here

Yes, I can view and have tried signing in via incognito and using different browsers. None seem to work and get same def01 error. I can see that my account has no account number or area code displayed when I go into edit account. But I can do anything else as I keep being taken back to the screen to complete my profile 

Thank you @nulasille have you had a previous account that was signed up with this same email at all? 

No, I’m a new customer 

No problem and thank you for confirming @nulasille I'm going to pop you a private message now so we can take a closer look into this. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.