Virgin Media Community

[jpbenson80]

Hi 

I have just signed up to Virgin Media and cannot create an account. 
Each time I try I get the same error message: 

Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)

I have tried using a different browser, with no luck.
I can see that this happened to other community members but I can't find the solution.

Thanks

[Kain_W]

Hi jpbenson80,

Thanks for your post and welcome to the community!

Sorry to hear you're facing issues with creating an account, just to clarify the email address hasn't been used before?

Also can I ask as a precaution are you able to try to sign into MyVM?

Sometimes our system process the verification through this error.

If you can't let us know and we'll advise further. 

Thanks,

[jpbenson80]

Hi Kain, 

I was with VM many years ago (probably about 8 years ago) but I can't remember if I used this email address previously.

I am unable to sign into MyVM.

When I attempt to register I see this:

But when I attempt to change my password I get this:

It's all very confusing...

It's be great if you could help solve the problem!

Thanks!

[Paulina_Z]

Hi @jpbenson80,

Thank you for coming back to us about your ongoing issue with registering for an online account. Thank you for trying the suggested options.

Can you please confirm if you're able to register with an alternative email that you have access to, or try registering by using another device?

Please let us know how you get on and if this helped. Keep us updated.

Thank you.

[jpbenson80]

Hi 

I tried to register using a different email. It didn't work.

I then tried to register on a different device. Again, it didn't work.

Any other suggestions?

Thanks

[Zoie_P]

Hi Jpbenson80, 

THank you for your reply, can you confirm you have cleared your cache?
We are aware there are some customers affected by this issue.

Zoie

[jpbenson80]

Hi 

I emptied the browsing cache but still no luck.

Anything else I could try?

Thanks

[Zoie_P]

Hi Jpbenson80,

There was an issue but this seems to now be resolved can you please advise on which link you used to register?

https://www.virginmedia.com/my-virgin-media/register 

or

https://my.virginmedia.com/create-profile/register

Thanks, 

Zoie

[jpbenson80]

It worked this time. THANKS!!

[Paulina_Z]

Hi @jpbenson80,

We're glad to hear that this has worked for you now! Please let us know if there's anything else we can do to help! 🙂

Thank you.