Unable to register

[georox123]

I've just ordered Virgin services and want to register my account. However, when it asks me to confirm my email address the website says my email address is invalid. It's because my email address contains a hyphen in the domain. The email address is clearly not invalid as I've been using it for well over a decade, and Virgin were more than happy to accept it during the order process.

I tried overriding the button status in Chrome so I could still go ahead and confirm my email address. Sadly the API call it makes from there appears to just fail. Does anyone know a way around this as I really don't want to have to create a whole new email account just because Virgin can't code a website?

FWIW, online chat were useless and just wasted an hour of my life.

[georox123 · Accepted solution]

I'll reply to my own question. Suddenly struck me that I might be able to change my email address if I just sign up using what Virgin consider to be a valid email address. Sure enough, once registered I was able to change the email address to my desired email address (the one containing a hyphen in the domain).

The only wrinkle was that Virgin sent me another email to confirm my change of email address. Every time I tried to sign in using the updated email address, having clicked on the verification link, I got an error that I hadn't verified  the email address. Went around in circles a few times until I randomly tried logging in using the old email address. When I did that it brought up a page telling me the email change was successful.

I can now log in using my email address with a hyphen in it. Hoping this might prove useful to someone else.

[Beth_G]

Hi georox123

Thanks very much for sharing this, we're really pleased to hear you got this sorted in the end. Apologies again for the issues you experienced along the way.

If you do need any further help, please don't hesitate to get back in touch.