Unable to setup a new account because password not accepted

[Raajrj]

Unable to set up a new account because none of the passwords are getting accepted.I Have tried using different browsers but nothing helps.

May i have a guidance here ,Thank you.

Regards

[Molly_T]

Hi Raajrj, welcome to the community! Thank you for posting. 

Sorry to hear of your difficulties getting a new account set up, can i just check a couple of things:

1) Are you trying to set up a new service account with us, or set up your My Virgin Media account? 

2) Do you have active services with us or are you awaiting an installation?

3) Have you ever held an account with us with the email address you are trying to register with?

If you can let us know the answer to these questions we can offer further support!

All the best. 

[Raajrj]

• Im getting a brand new Virgin broadband and Tv connection installed on the 15th of June.
• Virgin media sent me a mail to setup an account to handle/maintain the account online.
• When i tried to set up , the password issue popped up.
• None of the passwords are getting accepted.
• When i searched for a solution, i read online that this is an persistent issue and the instruction was to post the query in this  community. 

Hope the above helps. Thank you.

Regards

Raaj

[Molly_T]

Hi Raaj, 
Thank you for coming back with this information!

As you are still awaiting installation your My Virgin Media account will not be fully activated just yet. As soon as your services have been installed and activated the account should go live for you to access. 

Please do let us know if you are still having issues registering or accessing the service following your installation.

If there is anything you need account support with in the meantime please do let us know, or give the team a call on 0345 454 1111 or 150 from a VM landline and we will be happy to help!

All the best. 

[Raajrj]

Thank you for the update but how is your suggestion related to any password keyed in to setup the account is not getting a accepted? Thank you .

[BookDragon]

I am also having this problem, but I already have a broadband service set up with you and I am trying to set up a new My Virgin Media account so I can access e-billing etc, but I get as far as choosing a password and then I get stuck in an endless loop of my password being refused even though it meets the requirements.

I hope you can help please?

[Nathan_B]

Hi there @BookDragon, welcome to our forum and thanks for your post.

I'm sorry to see you are also having issues with setting this up. So we can assist further can you please confirm the questions asked in the thread above? Once you have replied with the answers we can then help get this resolved.

Regards

Nathan

[BookDragon]

Hi Nathan,

Thanks for getting back to me so quickly:

1) Are you trying to set up a new service account with us, or set up your My Virgin Media account? 

I am trying to set up a My Virgin Media account

2) Do you have active services with us or are you awaiting an installation?

I have an active Broadband service with you

3) Have you ever held an account with us with the email address you are trying to register with?

No, I have never held an account with you before

I look forward to hearing from you again.

[Tom_W1]

Hi @BookDragon thanks for your reply although I'm sorry you're still having problems setting up an account.

Please can you try the following password requirements please:

- Between 8-10 characters long

- Must start with a letter

- Contain at least one number

- No special characters

Many thanks

[BookDragon]

Hi Tom,

I tried this already but I have tried again this morning with another password 10 characters long in total, starting with a letter and including 3 numbers. I tried it in two different ways, one including capital and lower case letters and one with only lower case letters.

It still won't accept it.

Any other ideas?

Thanks