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We can't find an account with the details you've provided. Please contact us to register.

Just joined

I have had Virgin Media internet for around a month now, and have tried to sign up for a Virgin Media account with the information that was emailed to me (Account Number and Area Code) however whenever I do I get the error message "We can't find an account with the details you've provided. Please contact us to register."

I am sure all the details are correct as they are the same that Virgin Media emailed to me and have phoned Virgin Media support however I was passed from one person to the next every 10-15 minutes for over an hour and no progress was made.

I hope this can be resolved quickly,

Thanks a lot, Seth

Thanks a lot, Seth


Very Insightful Person
Very Insightful Person

Hi Seth,

Is the account number 8 or 9 digits in length?

The majority of accounts are 9 digits in length, if yours is only 8 didgits then add a preceding zero.

For example if it was 12345678 then you would enter it as 012345678

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Just joined

It is already 9 digits unfortunately.

Forum Team
Forum Team

Hi  thanks for your post here although we're sorry to hear of your concerns raised.

Please expect a PM from me to arrive shortly so I can look into this for you.

Kindly respond when you can!
Many thanks


Hi, I have this exact issue and have been unable to resolve via the phone. 

Any chance you can look into this for me also?


Hi emcee,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with registering your online account.

I am happy to help with resolving this for you.

I will private message you now to confirm your details. 



I have the same situation now

Hello ash951753.

Thanks for your first post and welcome to our Community.
Sorry to hear you are also  having an issue registering your online account.
I'd like to take a look into this for you as it will be an easy fix from here.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 


Hello ash951753.

Thank you very much for giving me the opportunity to help get your account set up and accessible.

If you need anything else please don't hesitate to pop back on here.



Hi Gareth _L,

I have exactly the same problem, 9 digit account number and the email address that Virgin Media has been emailing me on isn't recognised. If you could help me I would be most grateful.