Cant create password for Virgin Media account

[joekevinholland]

Hello, i have been trying to create a account as I currently am paying for broadband and need to amend some features. 

when i get to the page on the website to try and create a password it says every entry is incorrect. I have tried 50 different ones.

please can someone help as I really need access and its a pain having to try multiple browser and clear cache for nothing to change.

[Carley_S]

Hi @joekevinholland

Welcome to the community!

Sorry to here you're having issues creating a password for your online account. Our IT team are aware of this and are working towards a resolution. In the meantime, can you please try to register with this link and make sure to follow the below criteria for your password;

• Between 8-10 characters
• Start with a letter
• Contain at least one number
• No special characters

Let me know if this has worked for you.

[EmilyJans1994]

Was this ever resolved? I’m having the exact same issue. I’m trying to create a My Virgin account and every time I get to the password creation section, it tells me that I “can’t use that password” eventhough it meets all the requirements. It even tells me that it meets all the requirements. I’ve tried so many times and it’s really frustrating. Please help! 

[Hayley_S]

Hello @EmilyJans1994,

Welcome, thanks for joining the thread.

I am sorry that you are having the same password issues, have you tried the steps given by Carley?

Many thanks,

[CountryPA]

Hello - I have tried all the above steps too, yet have been through about 50 password options. Is this a known glitch at this time? Many thanks for any help you can give us. K

[John_GS]

Hi CountryPA

Thanks for posting and welcome to the community.

I am sorry for the online account creation issue. This is a known issue which we are aware of. Some accounts we are able to create, however some need to be raised with our IT team. 

I shall send you a PM now to see if we can fix it

Best

[cstephens]

Hi, can someone assist me with this same problem? i'm trying to track my order but im unable to create a password after trying many, many different options

Cheers,

[Steven_L]

Hey @cstephens,

Welcome to the community and thanks for taking the time to post your issue on the forums.

Have you tried to create a password using the below criteria

• 8-10 characters 
• Starts with a letter 
• Includes at least one number 
• No special characters

If so, can you try a new browser for me? This has worked for me in the past to solve this. The last thing to try if the new browser doesn't work, try clearing all cache/cookies, auto fill passwords and browsing history.

Regards,

Steven_L
 

[cstephens]

Hey Steven,

I've tried this multiple times on different browsers (both phone + PC) to no avail. My delivery is due tomorrow I believe and need to track it

Anything else we can do here?

thanks

[Steven_L]

Thanks for coming back to us @cstephens, I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.

Regards,
Steven_L