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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. 




Hello Talloneuk


Sorry to hear of the problems experienced regarding the password when setting up your online account, we appreciate the frustration this can cause and you raising it via the forums.


Can you confirm if the services have been installed and if so, when? 





Service being installed today

Hi Talloneuk 👋

Thanks for confirming. As your My Virgin Media is primarily used for managing your active account, this will be why you are currently unable to access the My Virgin Media account. 

It can take up to 24 hours after installation for things to update, but you should be able to register for the service within/after this time.

Please do let us know if you continue to experience problems registering, after 24 hours of your installation, and we'll do our best to assist you further.


Reece - Forum Team

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Hi, like everyone else I can't create an account as all passwords aren't accepted. I've tried clearing caches, different browsers and devices and all are the same. I can see from some of the responses on here that there are problems on your backend that require a support ticket raised for someone to fix which has fixed this for other users. Would it be possible to have a ticket raised to have my account unblocked also?


Hi Ben 👋 welcome to the community! Thank you for posting. 

Sorry to hear you are also having an issue registering for My Virgin Media 👉 I can appreciate this must be frustrating. There's a few reasons issues with registration usually happen;

1) The password you are trying to use does not meet the password requirements. 

2) If you are a  new customer awaiting installation - in which case the issue automatically resolves itself once your services have been fully installed and activated. (Please be aware it can take 24 hours for our systems to catch up.)

3) If you are registering with an email address that has been associated with a former service account. If this is the case, we need to get the email address moved over to the correct current account. We do this by sending a PM to confirm a few account details and updating our records.

4) An unknown or temporary error with our website.

Please let us know if at any stage you get an error code rather than the 'you can't use this password' message as it indicates a different issue, and we need this information to correctly raise the problem with IT if needed. 

I will send you a PM to confirm a few account details and offer further support - but if you can please let me know in your reply if you are aware of any of the above options being relevant for you. 

Thank you for your patience whilst we get this sorted! All the best. 🌞