Menu
Reply
rkm1
  • 1
  • 0
  • 0
Joining in
954 Views
Message 1 of 15
Flag for a moderator

Unable to register for My Virgin Media

Hi,

I've registered for broadband, and this has been installed and working fine since October. Since then I've been trying to register for a My Virgin Media account, but have been getting blocked at the final step.

The process I've been following is:

Register for My Virgin Media -> input last name, account number, area reference -> Create username, password, and security question -> select Web Safe settings -> then I get a page saying "We are not able to set up your my Virgin Media account at the moment. Please try again later, or you can also set up your my Virgin Media account at the time of your broadband installation. We are looking forward to connecting you to your superfast broadband."

I've tried this multiple times since October but always get the same result.

Interestingly I do get an email confirming my Web Safe settings, but no details on my account.

Any advice?

0 Kudos
Reply
John_GS
  • 10.68K
  • 551
  • 975
Forum Team
Forum Team
918 Views
Message 2 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

Hi rkm1

 

Thanks for posting and welcome to the community. 

 

Sorry to hear you're having account registration issues. This sounds like it needs to be raised with our IT team so thanks for letting us know the error message you're getting. 

 

I'll send you a PM now to sort this out.

 

Kind regards,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply
Amarbirk92
  • 4
  • 0
  • 0
Joining in
877 Views
Message 3 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

I seem to have the same issue, i have raised this issue with the customer service team on the phone to no avail. They said they will get back to me with an email weeks ago to help resolve the issue. It is very frustrating as i have to wait a very long time to just get through to them, which I have done a few times. The issue is exactly the same as this:

 

Register for My Virgin Media -> input last name, account number, area reference -> Create username, password, and security question -> select Web Safe settings -> then I get a page saying "We are not able to set up your my Virgin Media account at the moment. Please try again later, or you can also set up your my Virgin Media account at the time of your broadband installation. We are looking forward to connecting you to your superfast broadband."

0 Kudos
Reply
Emma_C
  • 8.28K
  • 512
  • 561
Forum Team
Forum Team
862 Views
Message 4 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

Hi Amarbirk92, 

Very sorry to hear that you're having some trouble setting up your account, I can appreciate your frustration. 

We are aware of an issue in which it's not letting customers register, we're working hard to resolve this. 

In the meantime you can try from another device and browser to see if that helps or if it's still an issue we can see if we can register it fr you. 

Let us know how you're getting on. 

Emma_C - Forum Team
0 Kudos
Reply
Amarbirk92
  • 4
  • 0
  • 0
Joining in
849 Views
Message 5 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

Hi Emma_C,

I have tried may times from different devices and browsers, with no success. I get the same error message. It is frustrating as i cant access my accout online, and also losing out on some mobile services (sky sports on mobile) because i dont have an account.

 

I have attatched the screenshot of the same error message that keeps coming up. Screen Shot 2021-01-05 at 19.29.22.png

0 Kudos
Reply
Emma_C
  • 8.28K
  • 512
  • 561
Forum Team
Forum Team
840 Views
Message 6 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

Thanks. 

I'll pop you a personal message now and see if we can set it up from here. 

Emma_C - Forum Team
Amarbirk92
  • 4
  • 0
  • 0
Joining in
819 Views
Message 7 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

Hi, I have replied to the personal message a couple days ago. Look forward to your response.

 

Thanks

0 Kudos
Reply
Emma_C
  • 8.28K
  • 512
  • 561
Forum Team
Forum Team
795 Views
Message 8 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

Sorry for the delay in replying, I'll be in touch shortly 🙂 

Emma_C - Forum Team
0 Kudos
Reply
Stockko
  • 1
  • 0
  • 0
Joining in
633 Views
Message 9 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

Hello,

Did you manage to find a solution to this?

I have been having the same problem ever since I  switched to Virgin and it’s driving me mad! I’ve spent hours on the phone to support / live chat and not gotten anywhere...

0 Kudos
Reply
Beth_G
  • 4K
  • 236
  • 407
Forum Team
Forum Team
614 Views
Message 10 of 15
Flag for a moderator

Re: Unable to register for My Virgin Media

Hi Stokko,

 

Welcome to the Community Forums! 

 

I'm sorry to hear that you've also been experiencing the same problem when trying to register your My Virgin Media account.

 

I'll send you over a PM now so I can help out from there.

 

Thanks,

 

Beth

0 Kudos
Reply