I’ve been a Virgin broadband customer since November 2022, and yet STILL I cannot register for My Virgin Media despite trying everything I’ve read here on the message boards- when I go to enter my email and continue I get an error code- I have already tried in the app and on numerous other web browsers so this is not an issue with that.the error code is DFE01 -‘Oops we’ve ran into a problem’. Absolutely ridiculous, I’m just going around in circles.as it appears impossible to speak to someone online about this without logging in to my Virgin media (rather ironic) I’m hoping a technician will contact me here? Or if anyone has had the same issue recently I’d be so grateful for any tips.thanks.

Hi osbornchloe1993, Thank you for messaging with me and I am glad I could get your IT ticket raised 💻. Hopefully you can get this resolved asap, and if you need an update please pop back to us here 😊 Zoie

Cannot register for my Virgin media account | Virgin Media Community

Chris_W1
Forum Team
2 years ago
Hi osbornchloe1993, thanks for the message and welcome to the forums.

I am sorry to hear that you are having issues with the online account, I understand that you have tried different browsers and this is still an issue.

Can you confirm if you have deleted the cache and cookies and tried to register in incognito mode?

Kind regards, Chris.
- osbornchloe1993
  Tuning in
  2 years ago
  Hi Chris, thanks for getting back to me so quickly- I can confirm I have also deleted the cache from my browser with no luck unfortunately,
  
  thanks,
  
  Chloe.
- osbornchloe1993
  Tuning in
  2 years ago
  Also I can confirm I have deleted all cookies from my browser and have used incognito mode, unfortunately when attempting to register I get the same error message,
  
  thanks,
  
  Chloe.
  - Zoie_P
    Forum Team (Retired)
    2 years ago
    Hi osbornchloe1993 👋,
    
    Thank you so much for your post and I am so sorry you are having issues with this, thanks also for doing those steps.
    
    I have checked our systems and can see you are stuck in a registering loop, this would require an IT ticket. I can get this raised for you, so will pop you over a PM to get your details. Keep an eye out for the little envelope 📩
    
    Zoie
Zoie_P
Forum Team (Retired)
2 years ago
Hi osbornchloe1993,

Thank you for messaging with me and I am glad I could get your IT ticket raised 💻. Hopefully you can get this resolved asap, and if you need an update please pop back to us here 😊

Zoie
- osbornchloe1993
  Tuning in
  2 years ago
  Hi Zoie,
  unfortunately despite an fix date of the 20th March I still haven’t heard from anyone re this being fixed yet- please could this be chased as I’d really like to be able to log in to my account to check over my details?
  Many thanks.
  - Martin_N
    Forum Team
    2 years ago
    Hi osbornchloe1993,
    
    Thank you for keeping us updated. I am sorry you've haven't heard back from anyone regarding this.
    
    I have checked over this for you and it is still being investigated.
    
    Our apologies for any frustration.
    
    ^Martin
- Slawit1970
  Joining in
  2 years ago
  I am new to Virgin Media and am having the same issues as highlighted by this user. My media is installed at home and working fine but It will not accept any passwords when I try to register either on PC or on app on the phone.
  - Carley_S
    Forum Team
    2 years ago
    Hi Slawit1970
    
    Welcome to the community forums
    
    Sorry to hear you're having issues with creating an online account at this time.
    
    Can you confirm, are you seeing a DFE01 error code or are you seeing a message saying that the password you've entered is not accepted?
    If the password is not accepted, please be aware that it must meet all criteria that I have listed below.
    
    • Be between 8-64 characters.
    • Must start with a letter.
    • Contain at least one uppercase and one lowercase letter.
    
    • Contain at least one number.
    
    • Special characters are allowed but not required (e.g. ! # % & @).
    • Cannot contain easy to guess words, usernames, or previously used passwords.
    
    Let us know how you get on.
PCoch
Joining in
2 years ago
Joined 23 Aug 2023. Been on WA and WebChat for hours. Week 5 and still cannot register. VM confirm my acc no is correct (but they dont recognise it) had 3 IT tickets and 2 complaints raised - not a word in reply!
- Lee_R
  Forum Team
  2 years ago
  Hi PCoch thanks for posting and welcome to our community.
  
  Sorry to hear you've been unable to register your my virgin media account. I am also sorry for any inconvenience this may be causing you. And I am sorry for the lack of response you've reported when you've tried to resolve the issue. I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
  
  Regards
  
  Lee_R
CharlotteC1
Joining in
2 years ago
I'm having a similar issue since September and I'm getting nowhere with customer service. When I try to register I get the error: we can't find an account with the details you've provided. Please contact us to register.
When customer service check my details or try to register for me, the confirm I am entering the correct details. I'm told there's an IT ticket raised and I am always promised I will hear back within 48 hours but I never do. It's endless. Can anyone help? I feel so frustrated and let down as a new customer.
- Lee_R
  Forum Team
  2 years ago
  Hi CharlotteC1 thanks for posting and welcome to our community.
  
  Sorry to hear you've not been able to register for your online account. And sorry for any inconvenience this may be causing you. I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
  
  Regards
  
  Lee_R
  - Cgerrity12
    Joining in
    7 months ago
    Hi
    I'm also having issues registering, virgin broadband is now set up and working but if I enter my details, account number and area reference, it comes up with 'oops.... something went wrong. Please try again later.'
    Can you help please?
- Kain_W
  Forum Team (Retired)
  2 years ago
  Hi CharlotteC1,
  
  Lee is currently out of office so I've assigned this to myself to pick up.
  
  I've dropped you a PM so we can investigate further.
  
  Regards,
tooting2003
Joining in
5 months ago
I'm having issues creating an account for a family member ( I have the required permissions etc) - I keep getting
Oops... Something went wrong. Please try again later.
- John_GS
  Forum Team
  5 months ago
  Hi tooting2003
  
  Thanks for posting and welcome to the community.
  
  I'll send you a PM now to assist further.

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