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Can’t create account

Meganmcdxo
Joining in

I'm trying to create an account but every time I type a password it shows up with the same error. You can't use that password. Please choose another. I have followed the guidelines; it doesn't work no matter what I type in. This has been an issue since 2019 (!!!) and still hasn't been fixed. Massively disappointed with VM. 

This is for a broadband account. Not Cable or mobile. 

3 REPLIES 3

Kath_F
Forum Team
Forum Team

Hi Meganmcdxo, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue with creating a My VM account. We're aware that some people are having an issue with this and there are a few things I need to check with you. 

Can you please ensure you are following ALL of the below criteria when choosing a password.

•  Between 8-10 characters.

•  Must start with a letter.

•  Contain at least one number.

•  No special characters.
If you are 100% certain that the above requirements are all being met then can you try some different password variations? This is because we've had reports of customers being able to proceed when doing this and it's mainly because some choices are too guessable to be allowed.

You should also try registering through the app or through another browser to see if this helps. 

Should this not work, pop back here and let us know. We will then be able to raise this with our IT teams to manually create the ID for you. 

Keep us posted.

Thanks, 

Kath_F
Forum Team

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Yes I am having exactly the same issue.

Sometimes I get this

linuxbash_0-1654801910566.png

 

But when I do set a valid password (tried multiple different passwords, all fail).

linuxbash_1-1654802053319.png

 

Error seems to be caused by this POST command to https://gw-vip.ms.virginmedia.com/rou-compax/v1/account/update-credentials

There is an HTTP 400 error.

linuxbash_2-1654802122108.png

 

Thanks for coming back to us linuxbash,

As this is the case, I will pop you over a private message to take some details and we will get this raised to our IT team for you.

Please click on the purple envelope to accept the chat.

Kind regards Jodi.