Showing results for 
Search instead for 
Did you mean: 

New to Virgin broadband, unable to register to the app with wellknown error

Joining in

Hello All,

New to Virgin and am trying to register my account and get started with the app. Any combination I try fails with this non helpful error message


- You can't use that password. Please choose another.

Password checker happily accepts it, however it throws the above message. ANy tips on how to get on the right foot. Not a good feeling about Virgin (took this despite my frds warning me not to take it and such silly issues.


Any pointers.



Forum Team (Retired)
Forum Team (Retired)

Hi @nimo1983

Welcome to our Community Help Forum and to Virgin Media 🙂
Thanks for making your first post regarding registering for a My Virgin Media account, I'm sorry to hear you are unable to create an account at the moment. Just to clarify - have your services been installed yet? Once your services have been installed you will be able to register for a My Virgin Media account online 🙂 If you are still experiencing issues signing up following your installation, please let me know.
Kind regards,

Yes, it is all installed and working. Just can’t register to the app.

Forum Team (Retired)
Forum Team (Retired)

Hi @nimo1983

Thanks for confirming this. Please make sure your password is 8-10 characters long, and begins with a capital letter. Please also try clearing your cache, deleting your cookies and registering for My Virgin Media in a different web browser if possible. Let us know how you get on 🙂

Kind regards,


No luck.

Hi @nimo1983,

I'm sorry to hear that this issue is ongoing for you. Would you mind trying to register for an account via the website and your choice of browser instead of the app?

Let us know how you get on.


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!

No luck. Any help is appreciated to get this thing working.

Hi @nimo1983,

Sorry to hear you're still having issues. Can you please confirm which link you are using to register to My Virgin Media. Can you try register on either of these links:
- Registration Link 1
- Registration Link 2

Are you able to try a few different password combinations? Sometimes if the system is deeming your password as "guessable" then it will not work. Please let me know how you get on with this 🙂


Reece - Forum Team

New around here? To find out more about the Community check out our FAQ

Hello Reece,

Tried both the links and it still throws hte same error. Its almost 3 weeks with no solution. The rumours I have heard about Virgin is what am experiencing now. Any other inputs are highly appreciated.




Good Afternoon @nimo1983, thanks for coming back to us and I'm sorry to hear that this issue is still ongoing.

It looks like we'll need to have this raised with our IT team for you.

Check out the purple envelope in the top right hand corner for a private message from me.

Kindest regards,