Can’t create my virgin account

[1993Stagman]

Recently re subscribed to virgin, and cannot create a my virgin account as when I try I just get a sorry you left us message.

Tried to ring to resolve this however I believe the agent on the phone entered my security password digits wrong as I literally have a screenshot of when I set this up earlier in the week right in front of me.

very annoying I would like to be able to manage the service I am paying for!

[Lee_R]

Hi @1993Stagman,

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.
Also, has the email address ever previously been associated with an online account?
 

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.

Regards

Lee_R

[1993Stagman]

Hi Lee

I don’t even get to the point where I can choose a password. I enter my email and it just displays a sorry you are leaving us message (see attached).

Kind Regards,

Oliver

[Akua_A]

Thank you for clarifying this @1993Stagman.

Just to confirm, are you using the same email you used to register for your last account with us? If so it may be the case that that email is still attached to the old account. When last did you have an account with us? Also, have you tried using an alternative email to see if the issue persists? 

Thanks,

[1993Stagman]

Hi

yes I am trying to use the same email. I previously had an account in around 2015. I would like to register with this email as it’s my only email address.

regards

Oliver

[Akua_A]

Thank you for letting me know @1993Stagman.

In this case, I have sent you a private message. Please look out for the purple envelope and provide a response when you can.

Thanks,