Setting up account

[andrei99]

I am a new customer and i’ve been trying for more than a week to create an account and all the time i was trying i was getting the message that i can’t use that password, try other. I called the customer support i spoke with an agent on whatsapp and i got the answer that they passed the matter to the IT team and they will get back to me, it’s been more than a week since i contacted them and since then I have tried different browsers and still can't create an account because of the password error. It is totally unacceptable that you deny your subscribers access to their accounts, which should be the barest minimum requirement in a business relationship.

[Molly_T]

Hi Andrei99, welcome to the community! Thank you for posting to bring this to our attention. 

So sorry to hear of your difficulties setting up an online account and password. Sincerest apologies that this has happened!

Hopefully we have already checked the following with you, but if you can please confirm so we can offer further support that would be great!

1) When setting up the password did it meet 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.

2) Did you try setting up the account both via the My Virgin Media webpage, and also the My Virgin Media App? 

(If not, please try via both platforms!) 

Please confirm that you have tried both of these ahead of the ticket being raised, and if you are still needing support with the password / registration issue. 
If you still need support we will send you a PM to confirm a few account details and chase an update on the IT ticket for you. Thank you for your patience and co-operation in the meantime! 

All the best. 
 

[newapollo]

Hi @andrei99 

VM have recently updated the password rules. Please see the excellent post by @用心棒

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Why-are-passwords-so-restrictive 

The info is relating to changing your password (text below) but may also work for setting up an account.

Virgin Media now support a password length of 64 characters containing any of the following characters:

• a-z
• A-Z
• 0-9
• !@#&*_

To change your password sign in here https://www.virginmedia.com/my-virgin-media/account-settings/details and adjacent to Password select Edit option.

[andrei99]

I’ve tried hundreds of combinations and i was still getting the same error ‘Can’t use that password, try other’, and regarding the browsers and my virgin media app, i’ve tried creating an account on so many browse and i’ve tried clearing the cache cookies history everything and try again. These methods have been applied both before applying a ticket and during the conversation with the agent. Today i got my email with the bill and guess what how can i view and pay my bill if i cannot create an account?

[Adri_G]

H3ey andrei99, thanks for your posts and replies.

Sorry to hear of all these failed attempts to create an account online with us recently and that you haven't had any updates from the ticket raised previously either.
I'd like to see how I could help with this, to enable me to do the necessary checks I will send you a private message here shortly.

Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.