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Unable to register

Joining in


I've recently had Broadband and TV package installed and want to register for the My Virgin App.

However, when I am asked to create a password, it will not accept anything I enter. It provides an error code stating 'the password cannot be used.'

This happens no mater what I input. Can you help please?


[MOD EDIT: Subject title changed for clarity]


Forum Team
Forum Team

Hey Jacob7, thank you for your post and also a very warm welcome to the community. I am also very sorry to hear that you are struggling to make an online account.

Is this the only error code it is giving you? Are you also making sure you are putting all the right information in such as area reference surname etc?

I have some passwords tips here; Try a different password. Certain things are too guessable to be allowed. No special characters, only letters and numbers, MUST begin with a letter, try keeping it between 8-10 characters. Thanks

Matt - Forum Team

New around here?

Hi Matt,

Yes this is the only issue I am having. I have tried loads of passwords. I have even tried using automated suggested passwords and that doesn't work.

All other details are correct including my email, area code and surname.

Is there anything else you can do to help? I've been trying for days and it's getting quite frustrating. 


Hey Jacob7, thank you for reaching out.

I am going to send you a PM so I can personally look into this for you. Please can you look out the purple envelope. Thanks 

Matt - Forum Team

New around here?