Account creation password issue

[stephen12345678]

Hi, 

I'm trying to update my mobile deal but I'm having to register again to log in as it doesn't recognise my mobile number. Fyi I've been a customer for over 10 years. When I get to the password creation page I follow all the password criteria and get the green tick but it still doesn't accept it. Can you please help?

Best regards

Stephen

[Akua_A]

Hi @stephen12345678,

Welcome to our community forums and thank you for your first post.

Sorry to hear you have been having issues with your password creation. Just to clarify does this issue occur on multiple devices and browsers? How long has it been ongoing? Have you also tried clearing cookies and cache to see if it persists? 

Thanks,  

[stephen12345678]

Thank you for the reply.

Yes tried this and still not working. I've been trying for a few months now but the same thing keeps happening. 

[Akua_A]

Thank you for your response @stephen12345678.

Just to clarify, have you ever had an account before with that same mobile number? If so, have you tried changing the password as seen here https://www.virginmedia.com/help/billing-and-payments/login-problems

Thanks,