Unable to create online account.

[RoyOckenden]

I'm unable to create an online user account. 

I go to the register page (https://my.virginmedia.com/create-profile/register) but it won't let me progress any further. It says 'Captcha' error, but I'm sure it isn't that.

My son has been speaking to VM helper Paul_DN about this - he asked us to create this new account in my name.

Thank you.

[Martin_N]

Hi RoyOckenden,

Thank you for your post and welcome to the community. 

Can you please provide a link to the public conversation on this community? Or confirm the name of the account speaking with my colleague?

^Martin

[RoyOckenden]

The account speaking with your colleague is PaulOckenden

thank you. 

[RoyOckenden]

It would be great to get some help with this. I also have an ongoing fault with my home phone, and access to a my.Virginmedia account would allow me to manage the fault.

Not being able to register just adds to my frustration.

[Kath_F]

Hi RoyOckenden, 

Thanks for coming back to us and providing the name. I have seen the conversation and know what needs to be done 🙂

We can certainly check things out regarding the creation of a My VM account but in order to do that I will need to pass data protection with you. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 
 

[Kath_F]

Hi Roy,

Thanks for coming back to me via private message. As this is an ongoing issue, I have booked you in for the next available engineer appointment for them to look in to things for you. 

As you are unable to log in to My VM currently, I have send you a message with the date and timeslot. You'll also receive a text to confirm this.

Just to confirm, there will be no charge for this visit unless:

• The technician diagnoses the fault as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please let me know so I can reschedule the appointment. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed. 

Lets us know how the appointment goes. 

Take care.