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Unable to register an account (DEF01 Code)

ParvIyer
Joining in

Hi 

Ihave been trying to sign up to manage my broadband for a couple of weeks now and cannot create an account. 
Each time I try, I get an 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.
Please help!

Thanks

ParvIyer_0-1653325888681.png

 

thanks

Parv

 

22 REPLIES 22

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi Parvlyer, 

 

Welcome to the community and thank you for getting in touch. 

I am very sorry to hear you have been experiencing issues setting up your online account. I would be happy to help you get this resolved.

To do this, I will just need to pop you over a private message to confirm a few details. This will be available via the purple envelope on the top right of this page. 

Speak soon, 

 

 

Nat

imam1989
Joining in

Hi there I am also having this issue DEF01 can you please PM me in regards to this thanks 

Hi imam and cardiffman, thanks for the help! much appreciated. But I had seen that post already. It says the issue is resolved. But I am still facing the same problem for past couple of week.s

 

Thanks

 

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi Imam1989, 

 

Thank you for reaching out to us here on the community. 

I will also pop you over a private message to assist now. 

Speak soon, 

 

 

Nat

Bridie1
Joining in

Hi

Unfortunately I'm suffering from the same problem. I'm not creating an account, just trying to login and it's not letting me reset my password

Tried different browsers on different computers with no success. Your help would be greatly appreiciated

Thanks

Bridie

Hi Bridie1

Thanks for posting and welcome to the community.

I am sorry to hear you've not been able to reset the password but thanks for letting me know the error message you are getting. This error message you've got normally is generated when creating the account not trying to reset the password so this is interesting. 
Please do create your own thread though in future as easier to keep track of posts and avoid missing things 🙂

The first thing we'd ask you to do is to try clearing all cache/cookies, browsing history and also password auto-fill, before retrying the reset of the password 🙂

The next thing if that didn't work, is can you confirm which website page you are using please; 

https://my.virginmedia.com/my-profile/view or https://www.virginmedia.com/my-virgin-media/account-settings/details

Also the new password you're inputting, does it meet the criteria below;

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

Let me know.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Hi John

Problem solved, many thanks for your help.  My password started with a special character, and when I tried a new password starting with a letter and no special characters it worked a treat

Kind regards

Bridie

 

Thanks for coming back to me Bridie1,

Great to hear all sorted 🙂

Is there anything else I can assist with today? If not, have a wonderful rest of weekend and we're here if you ever need us.

Best

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill