Sorry to hear of the problems experienced setting up your online account, we appreciate you taking the time to raise this via the forums and welcome to the community.
When trying to set up the online account, do you get any specific error messages? Is this a new account? It can take a few days for all of the information to update on our side and allow access to setting up the account.
My virgin has been active now for over a week and I received an email instructing me to create an account but when I try to register every password I try to use for my account it doesn’t allow me to use it.