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You can't use that password

Joining in

Cannot create an acceptable password even though it's

8 characters....

starts with a letter

contains a number

has 1 of the allowed special characters. 


Can anyone help please. 




Hi @JohnnyJohn1


Thanks for your response


I am going to drop you a private message now to collect some more information and investigate further, please keep an eye on your inbox for a message from myself.



Forum Team

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I’m getting the same error and have tried everything already suggested 

can someone please help? I’m really confused as to why this is a problem 

Hi there @cmacgougan


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


I'm so sorry to hear that you have faced this issue with your log in, just to check, I have noticed this issue occurring when an email is still on a previous providers services, if you have used this with another provider are you able to ask them to remove it? Or have you registered with us before? 


Have you been able to try with an alternative email at all? 


Thank you.

Hi Ash

I can’t have my previous provider remove my email as I have an account with them for other things than broadband. I hope this wouldn’t stop me from setting up my virgin account or else I will need to cancel my package…

when I try to sign in it says there is no account linked to my email so I don’t think it is an old virgin account is the issue either 

this is my only email address and I don’t have an alternate one to use

how can I get this sorted and my account setup please?



No problem thank you for confirming @cmacgougan


I'm going to pop you an PM so we can take a look into this together, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 


Thanks again.

Just joined

Having the same issues as all above. I’ve tried multiple passwords and logging in after setting them in case the error message is false but no luck. Any help on this would be great cheers 👍🏼

Hey there @zlk882, thanks for reaching out to us and a warm welcome to the Virgin Media forums. 👋

I'm sorry to hear about the issues with the password you're facing for My Virgin Media 😞
May I ask if you've cleared cache and cookies? Tried another browser or device if possible?
Please also try "incognito" mode and see if it allows the password.

Let us know how you get along and we will be able to assist from there.

Kind regards,

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

I’m still waiting your team to contact me.

Hi JohnnyJohn1

Thanks for coming back to the thread. I have checked the ticket my colleague raised for you and this should now be fixed.

Please try registering again and let us know how you get on

Best wishes,

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

Tuning in

I am also anew customer and get the same message about not being able to use that password despite trying new browser. New pc. Clearing the cache and incognito mode. Nothing. 

Can someone help finally get this fixed?