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Problem with registering new account on my virgin media.

Joining in


I seem to be having similar problems to other users. My virgin box arrived today, all connected fine and I'm just trying to create my account online to adjust the settings around parental controls. However I keep receiving the DEF01 error. Can someone please help?

I've tried multiple links suggested here but all keep leading to the same error code. I've never registered with virgin on this email before so not sure what the problem is.

Please advise.



Forum Team
Forum Team

Good Afternoon @syclone28, thanks for your post on our Community Forums, and a very warm welcome to you!

Sorry to hear you've been effected by the recent DEF01 error code, this is something that has been reported to us by multiple users.

Our IT team are currently working hard to have this resolved for all effected users and we hope this can be completed very soon - and thus allowing you to register the account.

Thanks for your patience, and our sincere apologies for any inconvenience and frustration caused.

Kindest regards,


Do we know roughly how long this will take? And is there no other way I can adjust my settings like parental controls. 

Hey @syclone28,
Sorry to hear about the on-going issues with MyVM, unfortunately we do not have a time frame as of yet, but you are not the only one experiencing this issue, there is a large number of customers being affected.

However, I did try one thing yesterday which seemed to get it working and bypass the error, try using another browser / device and it should allow you to make one.

If that doesn't work, and you still need help with parental controls, I can do that from my end should need be, let us know how you get along with the advice given above and shout us if you're still experiencing troubles.

Thank you.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Any chance IT can raise a ticket for me? It seems other people have had their fixes done this way why am I not being given same treatment?


Thanks in advance. 

Hi Syclone28, 

Thank you for posting on our community forums and sorry to see you are having issues with registering an online account. However please do not think we are treating you any differently, we just have to try and fix it ourselves before raising a ticket. I will do my very best to try and help you,  In the mean time I will be private messaging you to look at it in more detail. Please look out for purple envelope. 

Thank you.

Ari - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Please do Ari, although I've not seen a private message yet. 

Hi Syclone28, thank you ever so much for trying again for me. I understand and appericate your patience. I have raised a ticket for you and once I hear back from our team I will give you a further update. In the mean time if anything else occurs please don't hesitate to contact us. 

Thank you.

Ari - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Is there an update on this please? 

Hi syclone28,

Our apologies you have had no further information with regards to this. 

I am more than happy to check up on this for you. 

I will private message you to confirm some details.