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You can't use that password

Joining in



I have a new customer account and I can't register for an online account as no matter the password it tells me I can't have that password - even when I follow its advice, the password obeys all the rules on password strength etc.

It is incredibly frustrating. I have now set up my hub and have internet access, but no access to my actual Virgin account. Looks like the exact same problem many people have been facing since May. I'm trying on the website, I've tried on the app, and it doesn't matter what I put in the password box.

Screenshot attached, and hope someone can help me.






Trouble shooter

Forum Team
Forum Team

Hi @passwordproblem
Welcome to the community!
Sorry to hear you've not been able to register for an online account. Can you please try using a browser other than Chrome and use the link here. When creating your password please follow this criteria; 

  • Between 8-10 characters
  • Start with a letter
  • Contain at least one number
  • No special characters

Let us know if this has worked for you or if you get any further issues at all. 


Here to help 🙂
Virgin Media Forums Agent

Thank you Carley and Thank you Carl for your responses - I've tried the password generator, and as before it doesn't matter what I type in as a password it simply tells me I can't use that password (at the same time as confirming that all requirements for the password have been met).


I've tried three browsers, although I wasn't using Chrome originally. I've now tried Chrome, Mozilla and Microsoft Edge. I get the same error message on each.


Thank you both again for the help, while my problem still remains.


EDIT: Carley, I couldn't see a link in your post but you mentioned using the "link here".

Hi there @passwordproblem


Thank you for trying and confirming for us. I'm so sorry that this issue has continued. 


I'm going to pop you a PM so we can take a closer look, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 


Thank you. 


Thank you Ash, really appreciate it!


I have the exact same issue, did you manage to solve it?

If so, how?


Hi there @Dumitron


Thank you so much for your also experiencing this issue. I'd be happy to look into this with you further via PM, I'll pop one across now.


Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 


Thank you. 

Hello I am also experiencing this issue.  I am a new subscriber and still in my 14 day trial.  I can see that his issue has been ongoing and many users are experiencing it.

I have tried 2 browsers and several different password combinations.  Please can you rectify this issue.

Thank you.

Hi JB300,

Thank you for reaching out to us in our community and welcome both here and to Virgin Media, really sorry to hear you have been unable to set up an Online Account due to not being able to find a password that is accepted, try something specific to you and make sure it starts with a capital letter, has at least 1 number and contains at least one special character, try swapping some letters for number like 1 for i or 0 ETC, for instance Ju2tan3xamp1e@.

If you are still unable I will be more than happy to help further.