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Unable to Register Account

Joining in

Since moving to Virgin Media at the end of November last year, I have been unable to register by Virgin Media account. Everytime I attempt to it comes up with an error message saying “you can’t use that password, please try another one” despite it meeting all the password criteria.

I’ve now spent nearly 10 hours over the past 6 weeks on the phone to customer service or via web chat and everytime I get fobbed off with a different excuse and a “personal assurance” or “promise” from the adviser that it had been logged with IT and I’d get a call back within 24-48hours.

I have spoken to customer support, the “resolve team”, an account “specialist” and everytime the same outcome……nothing!

I even had one advisor today saying that “nothing has been logged only a few notes on my account” despite half a dozen previous reports and assurances that it had been.

One “specialist” told me the way to resolve it was to log-in my account and go to the settings page… could I do that when I can’t even register in the first place!?

Hoping there is a resolution from at least one member of the Virgin Media Customer Inconvenience Department…..such a shame as good product but embarrassingly poor service; no wonder so many leave as soon as they can at end of their contract….


Forum Team
Forum Team

Hi there @kro1


Thank you so much for your post and welcome to the to community forums, it's great to have you here. 


I am so sorry to hear that you have been facing this issues regarding opening a My Virgin Media account, I would be happy to look into this with you closer via a PM. 


I'll pop one across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 


Thank you. 

Anyone else in the Virgin Media community experiencing the same?

Like so many others, I will be exiting Virgin Media and all associated products at the earliest opportunity.

Not because of the product (which is actually good), but the shambolic service, feel insulted by the way I’ve been spoken to and no attempt from VM to take ownership of their failings (deflect it by phrases like “sorry to hear you feel like that”) and/or take any action to encourage disgruntled customers to stay (genuine action, honesty or compensation)….

If it was relating to awkward requests I would have some sympathy, but it is the simplest of functions and services. 6 weeks, 10 different advisers, over 10 hours of dialogue, dozens of false promises, 0 resolution and 0 satisfied customers.

Anyone know of any other customer service departments that are worse than Virgin Media?

I am speechless at how shambolic, inept and insulting the service is from them…..

Hi @kro1


I am sorry to hear that you are feeling let down by us, and as I have mentioned in my previous posts and PM's I am very sorry that this issue is happening and we are sorry you have had this experience. 


I have escalated and chased this for you with the IT teams and will continue to do so if you would like to continue discussing with me via a PM. 


I have also offered to escalate your complaint for you via the PM, if you would like me to do so then please do let me know and I can confirm this for you.