Mobile registration problem

[carlamouland]

I am trying to register my Virgin phone online so that I can access my account.  I get to the part where I have to add a password and it keeps telling me to check the rules of the password and won't let me any further.  It has two green ticks and follows all of the rules.  I have tried various passwords, and registering on different devices, browsers and the app.  The result is still the same.  I called earlier and was told that I definitely hadn't already registered and to do it on the app.  Please could someone contact me with a solution.  Many Thanks

Carla

[Nathan_B]

Hi there @carlamouland, welcome to our forum and thanks for your post.

I'm sorry to see that you have been unable to set up your online account for your mobile services. Thanks for trying some of the steps to try and resolve this. Just to confirm, has clearing the cookies and cache also not helped with this?

If you have tried this and still need help, please let us know, we will be happy to assist further.

Regards

Nathan

[carlamouland]

Hi Nathan, 

Thanks for your reply.  I have cleared all cache and cookies, and tried on another browser and it still won't let me register.  Any other ideas? I get up until the point of creating a password and it just says the password does not match the criteria even though it has two green ticks and i have followed the password rules.  Any help would be greatly appreciated. 

Thanks

Carla

[Steven_L]

Thanks for coming back to us @carlamouland. 

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L

[Steven_L]

Thanks for coming back to us @carlamouland. All the information provided was correct. 

I have now raised this with our IT support team and I will be back in touch as soon as I have a response from them.

Regards,

Steven_L

[Steven_L]

Hey @carlamouland,

Please could you clear your browsers cache and try to create your account one more time?

If you could try this and let me know if you have success in registering it.

Regards,

Steven_L

[carlamouland]

Hi Stephen, 

Sorry for the delay! Mega busy week. I cleared the Cache again and tried again, still the same issue about password not meeting criteria?  What now? 

Thanks

Carla

[Tom_W1]

Hi @carlamouland, thanks for your reply, no problem at all.

I've passed this information back onto Stephen for you and he can update the team regarding this. 

We'll be in touch as soon as we can with more updates!
Many thanks

[Steven_L]

Hey @carlamouland,

The team have been in touch to ask you to try and register for your online account one more time

If you could try this and let me know if you have success in registering it.

Regards,

Steven_L

[carlamouland]

Hi Stephen, 

I have just tried again and it is still not working.  I really want to be able to upgrade my daughters phone online but i can't do this without registering it.  Its driving me mad!! Please can someone call me and sort this out for me? 

I've added a screen shot so that you can see that the issue is still continuing. 

Thanks

Carla