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Robbiegod
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cannot create for my father after he rejoins vm

hi

just over 18 month ago my father left vm to go to a inferior (lol) broadband supplier

now he has rejoined vm last saturday 24th april 2021

i set up his broadband and phone no problems

 

now trying to set up an online account we go through the steps...name..account number...area number so on and so on

it lets us get so far then a screen appears 

Robbiegod_0-1619465235706.png

i am his son also a vm customer.....please understand he is 80 years old hence why im asking

thanks

Andrew

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Zach_R
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Re: cannot create for my father after he rejoins vm

Hi @Robbiegod,

Thank you for your post and welcome back to the forums. We're here to help.

I'm sorry to hear you've been having a bit of trouble setting up your father's online account. Is this issue ongoing for you today, or has it since been resolved?

If it is ongoing, can you confirm when the services were installed and went live?

Thanks,
 



Zach - Forum Team


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Robbiegod
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Re: cannot create for my father after he rejoins vm

hi tar for the reply.....and sorry still the same message today

 

Sorry we are not able to setup bla bla

 

Andrew

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Zach_R
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Re: cannot create for my father after he rejoins vm

Hi @Robbiegod,

At what point is this error message appearing? Have you tried clearing your cache and cookies and then trying?

Thanks,
 



Zach - Forum Team


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Robbiegod
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Re: cannot create for my father after he rejoins vm

Right ive tried to create his account on 4 diff devices.......his own laptop....ive put the vm app on his tablet

I then got his details and tried here on a computer and pad

He originally got the acceptance email in march and that said he could setup the account but we left it till install....

We try to create account

Name 

Account num

Area

memorable question

D.o.b

On to next screen telling us child filters are on.....then its the next screen

 

We setup his router last sat 24th april 21 which is over a month after the email saying set it up

He then tried to setup the account last night....that when he called me...and i tried last night and again just as you asked...

I do remind you he had an account 18months ago

 

Andrew 

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Zach_R
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Re: cannot create for my father after he rejoins vm

Hi @Robbiegod,

Thank you for clarifying all of the steps that you've carried out so far.

To take a closer look at what's going on here, I'm going to need a few more details. I'll send you a private message in a few moments to acquire them, so please respond to that at your earliest convenience and we can go from there.

Thanks,
 



Zach - Forum Team


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