App wont let me set password

[smithm87]

Hi,

I am a new customer trying to set up the app so I can track my engineer visit and no matter how many different passwords I am trying, I keep getting the same error message that “I cannot use this password” 

I have tried it on Google Chrome, Microsoft Edge and also Apple Safari and kee getting the same error message.

Very frustrating

[Reece_MH]

Hey @smithm87, welcome to the Community Forums and thank you for your post.

At the moment, there is a recognised issue that is affecting multiple customers when trying to register to our My Virgin Media platform. We're going to need to refer this to our IT Team for them to help get everything set up.

I'm going to send you a DM as I need to collect some more information from you. Please look in the top right of our forums for a purple envelope. If you click on this, you'll see a message from me.

Thanks,

[MJS68]

Hi Reece

I'm having the same issue today can you help me too please?

[Ayisha_B]

Hi @MJS68,

Welcome to our Community Forums and thanks for posting. Great to have you on board with us 🙂

I am sorry to hear you are also having the same issue when trying to sign up for your online account. It is something that has been raised but in the meantime can you please confirm your password meets the below requirements:

- Between 8-10 characters

- Start with a letter

- Contain at least one number

- No special characters

Please let us know if this works or if you need more help.

[MJS68]

Hi,

Yes I've tried various passwords that meet all over those criteria, nothing works, every time get an error that I must create a strong password, even when the scale shows it is strong.

So yes I need more help to sign up, or should I just wait until the IT team have resolved this issue?

Thanks

Mark

[Reece_MH]

Thanks for confirming that, MJS68.

As mentioned by Ayisha, we have recently been made aware of a wider issue that is affecting multiple customers when trying to register for our My Virgin Media platform. Our Support and Technical Teams are still currently investigating the cause of this issue and are working to get this resolved as soon as possible.

Unfortunately, we don't have an ETA for when this will be resolved. I really do apologise for any inconvenience regarding this. We should have an update for this soon.

Thanks,

[CLollis]

I'm having the same issue and have tried the password criteria already mentioned. I'm expecting my broadband kit to arrive tomorrow, will this affect the set up process?

[Marcc20]

I'm also having the exact same issue. Tried to set up and it's claiming I already have an account with my email then when I put the details in it then tells me there is no account with that email 😕

[Paulina_Z]

Hi @CLollis,

Welcome to our Community Forums! Thank you for your post and I'm very sorry to hear that you're also impacted by this password issue. 

This should not impact your set up process, but I'll do all I can to help you with this issue. 

I will send you a Private Message to confirm a few details to see how I can help. Please keep an eye out for a purple envelope at the top right corner of your Forum page. I will be in touch soon.

Thank you.

[Paulina_Z]

Hi @Marcc20,

Welcome to our Community Forums! Thank you for your post and I'm very sorry to hear that you're experiencing some issues with registering for an online account. I understand that this must be quite frustrating. 

Can you please confirm if you're a returning Virgin Media customer? Have you previously had an account with us?

If so, have you tried to use another email address to register for your new account to see if this can help?

Let us know so we can help.

Thank you.