Virgin Media Community

[truptiranpise]

I have a broadband installed in September 2021. Since then I was not able to register on your website online.

I get automated emails every month notifying that my bill is ready.

But when i go to register online, i get errors on your website. This time the error is 'can't use that password'. I have tried many combinations of password which is not a part of my email address or my name. While trying diiferent passwords, the indicator shows either Moderate/Strong.

When I try to register, i get this message 'can't use this password...'

Can you please help me in registering my account online?

Thanks,

Trupti

[Ayisha_B]

Hi @truptiranpise,

A warm welcome to our Community Forums and thanks for your post.

I am sorry to hear you've had some issues registering for your online account.

Can you confirm if you have tried using an alternative browser and clearing cookies/cache?

Let us know so we can offer further support if needed.

[truptiranpise]

I have tried 2 browsers - chrome, safari and also tried incognito mode (cleared cookies).

Tried different emails as well.

This is the message I receive everytime :

Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)

[truptiranpise]

@ayisha_b tagging you (please see my previous reply)

[Hayley_S]

Hello @truptiranpise,

Thanks for confirming this information.

Please can you tell me if you used the link from your welcome email? Are you trying to use the My VM app also?

Many thanks,

[truptiranpise]

I have used link on the welcome email.

[Hayley_S]

Thank you for checking, I will send you a private message now.

As I feel I will need to raise this with our IT team, please look out for a purple envelope at the top right of your screen.

Many thanks,