Not able to create password

[ivancrx1]

Hello,

I’m trying to create a Virgin Media account, but it’s not allowing me to create a password. Any password that I create is being refused with… password cannot be used.

Can you help?

Regards,

[Reece_MH]

Hi @ivancrx1,

Sorry to hear that you're facing issues when trying to register to My Virgin Media. Can you please ensure that your password meets the following criteria:

 Must start with a letter.
 Be between 8-10 characters.
 Contain at least one uppercase and one lowercase letter.
 Contain at least one number.
 No special characters.

Can you please also try using a different browser, or the My Virgin Media app? Please let me know how you get on

Cheers,

[mccalli]

Same issue for me on a password reset. Get a green tick for passing "between 8 and 64 characters" (I've tried 8, 10, 63 and 64), but everything is rejected as "requirements not met", and I notice the strength indicator always says "invalid" no matter what you type.T

The passwords are generated by a password manager, and definitely fit the requirements.

Screenshot  attached - this happens regardless of what you type.

[ivancrx1]

Tried all of these and around 15 different passwords, tried the app and still can't get in.

[Paul_DN]

Hi ivancrx1,

Thank you for reaching out to us in our community and welcome, really sorry to hear you are facing difficulties setting up a password for your online account, you can try a password generator like this.

Try swapping some of your letters for number IE 0 for o.

If you need any further help please reach back out.

Regards

Paul.

[ivancrx1]

Tried all of this and spent an hour on Virgin online help yesterday, they tried to get it working and failed as well. How I am supposed to check my account I don't know.

[Paul_DN]

Hi ivancrx1,

Sorry to hear you still don't have access, I will be happy to try for you, I will send you n invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.

[ivancrx1]

Despite 2 hours on the online help to some one 2 weeks ago I still don't have access to my account, or even anyway of creating one. I was informed Virgin would sort this and contact me within 5-7 days and hey nothing, no message, no call nothing. I will now be cancelling my direct debit and see how long it takes them to contact me then.

[Natalie_L]

Hi ivancrx1, 

Thank you for getting back in touch. 

I am sorry to hear you are still experiencing this issue. 

I can see that my colleague has invited you to discuss this further on private message.

If you would like to confirm their role as a Virgin Media Forum Team member, please select their profile.

Thank you, 

[acolling]

I am now having this issue. Did anyone ever work out what the cause is or what criteria is being applied to the passwords being entered?

I really don't have the time or patience to deal with the VM contact centre.