You can't use that password

hello support, im having similar issue too, all the criteria met and cleared cache etc, nothing worked. I read all the threads, this issue was first raised back in May 2022, it is now Feb 2023 and we are still having the same issue... Its unbelievable, can you pls let us know what we need to do in order to create an account? thanks.

Hi Zach, 

Yes the passwords i tried to enter were not accepted, i have tried quite a few dozens where all met the criteria (for e.g. 8~10 characters, not using special characters, begin with a letter etc) but none of them have been accepted. This is really puzzing me, please help! 

Derek

Dear Carley, would apprecate if you could read our posts before respond? Yes, i have used the link provided by previous support and tried all the recommended 'solutions' but none of them worked.

Hi Carley, 

I have tried to register using my mobile phone, tab and laptop, all turned out with the same outcome - "You cannot use that password. Please choose another". Please help.. thanks.

Derek

Hiya, 

Raising another ticket as i've been unable to create an account for nearly a year now. i've been through the thread and tried all suggestions. Different devices, browsers, cleared cache/cookies. every possible password permutation, different email addresses.

Other comments (thousands of them!) suggest this has been ongoing in various guises for many years. Clearly the problem exists on your end. If i'm unable to manage my account online i'll be taking my business elsewhere at the earliest opportunity. Shame, as i'm largely happy with the product...

Looking forward to the purple envelope suggesting ineffectual requests to retry basic troubleshooting steps from an agent who must know they're unable to help (I sympathise with you guys!).

Thanks in advance for your speedy resolution!!

Jack

I'm a new customer and I'm having the same problem, nothing I've tried has worked, please get this fixed 

TG87,

• I raised it a month ago and guess what, its still not been resolved, these supports cant help you,  no point mess5 them or raise anything further. im giving up up now, if you need anything changed on your account best to give the customer service a ring, they shoud be able to help you. 

Derek

Nat, 

There were numerous msgs exchanged with your colleagues, all of them promised would do something about it... that was like 4~5 weeks ago and here I am again writing to you complaning about not having an account. Do you really think by msg them once more would get a differnt result? As mentioned previously, i have given up creating an account now, what puzzling me is this issue was first raised back in May 2022; there are numerous posts created by various joiners complaining on the similar issue and yet Virgin have done nothing about it for 10 MONTHS; seriously? What is wrong with Virgin? Can someone from Virgin shed us some light on this please?

Note for the new joiners - if you want your setting changed, best to give the customer service a ring, they should be able to help you.

Get the website fixed so people can register 

The same error message that everyone else in this post is getting - "You can't use that password. Please choose another."

Ok I've solved this, I found another post where someone tried using a different email address, not sure why it worked as they both have letters and numbers...