Virgin Media Community

[frustratedcstmr]

Hi

I am trying to become a customer and for that I need to create a user account.

I clicked on the link in the welcome email and tried to create an account, but I'm stuck at the password field and can't continue.

- my email does not have any special characters and ends with @gmail.com
- my password is within the proposed range 8-64 and I have tried variation with and without special (and any other) characters
- my installation will take place within 2 weeks
- my area is: 11
- error I am getting is very general:

{
  "requestId": "fb610f85-3e39-45b6-8114-0fb8f013edf1",
  "correlationId": "8a87c140-9d5f-11ed-a163-0680d964fc56",
  "code": "10-0-300000",
  "severity": "Error",
  "sourceSystem": "Backend",
  "description": "Validation Exception"
}

I've seen other people complaining about this but did not find any solution.
What is going on?

[Chris_W1]

Hi frustratedcstmr, thanks for the message and welcome to the forums. 

I am sorry to hear that you are having issues with the service and unable to sign up to the online account. 

Can you try using the following link and create one here, please let us know how it goes?

Kind regards, Chris. 

[frustratedcstmr]

Where is the link please?

[Chris_W1]

Hi It looks like it has not sent properly. please see the link here ^Chris. 

[frustratedcstmr]

Thanks.
I've tried to generate multiple new passwords via provided link but I am getting the same error.
The problem doesn't seems to be the password, but something else.
Can you send my message to your IT team to investigate please?
Based on the provided request ID they will be able to dig into logs for an answer.

[Chris_W1]

Hi frustratedcstmr, thanks for the reply and sorry to hear that it did not work.

I will send you a private message so that this can be looked into further for you. 

Please look out for the purple envelope. 

Kind regards, Chris. 

[Chris_W1]

Hi frustratedcstmr, thanks for the message and PM. 

I am glad to see that this is on the way to becoming resolved. 

Pease let us know if there are any issues. 

Chris. 

[frustratedcstmr]

For future solution seekers, Chris was kind enough to complete the account for me and provide me with temporary credentials.
Huge thanks to Chris for all his effort!

[Chris_W1]

Hi frustratedcstmr, thanks for the reply. I am glad that I was able to get this sorted. Please let me know if you need anything? - Chris 

[jem101]

---

@frustratedcstmr wrote:

Hi

I am trying to become a customer and for that I need to create a user account.

I clicked on the link in the welcome email and tried to create an account, but I'm stuck at the password field and can't continue.

- my email does not have any special characters and ends with @gmail.com
- my password is within the proposed range 8-64 and I have tried variation with and without special (and any other) characters
- my installation will take place within 2 weeks
- my area is: 11
- error I am getting is very general:

{
  "requestId": "fb610f85-3e39-45b6-8114-0fb8f013edf1",
  "correlationId": "8a87c140-9d5f-11ed-a163-0680d964fc56",
  "code": "10-0-300000",
  "severity": "Error",
  "sourceSystem": "Backend",
  "description": "Validation Exception"
}

I've seen other people complaining about this but did not find any solution.
What is going on?

---

There is no 'solution' as such other than, what you have found, is for someone to manually create it for you. There does seem to be a bug in parts of VM's web infrastructure in which it erroneously reports that the password is unacceptable, even though it actually is and has been, well, accepted!

There are a number of posts on here from people with similar issues who report that after advice on here, simply ignore any 'error' messages, quite out and then try logging in the password which was apparently unacceptable and they find that it works perfectly!

Of course, your milage may vary......

Edit - now that's curious, it looks like the forum software didn't like the block of JSON code in the middle (is it JSON, does look like JSON?) and has messed up where the quote marks would be. Something to possibly consider in the future.