Hi Daddybear,
Sorry to hear about your experience. I can assure you, it is not a widespread problem.
The majority of Virgin users were able to sign up and are using F-Secure SAFE without problems.
You're right, we offer a 30 day free trial to all who are interested to try SAFE.
As a Virgin customer, you can get 12 months for free.
Sadly, something went wrong for you, and a few other customers too.
I do have a suspicion what went wrong, and where. The good news: We can fix it :)
For better understanding and the benefit of others reading this topic, let me quickly describe what's happening when you access SAFE through Virgin Media.
If you don't want to hear about the background info, scroll past the italic part.
Virgin offers 12 months free F-Secure SAFE to every user. To allow each user a unique registration and ensure everyone gets 12 months for free, Virgin embeds a special unique ID for every user clicking on the link to SAFE from within the Virgin account. That unique ID is what allows you to get 12 months, instead of 30 days for free.
When visiting the SAFE page the first time (from within my Virgin Media), it displays a register page. Once registered, there is a understanding between both web sites.
From now on only a login page is shown - as you already created a SAFE account with that unique ID.
In your case I believe the unique ID might have not been that unique or has been falsely identified by either system as being already registered.
To solve this, from a technical point of view, is to either get you a new unique ID on the Virgin site, or do some magic on our end, to make this ID unused again.
Long story short, please contact us again. You can use either our chat or our webform to get in touch.
Refer to this community post to make sure you don't have to explain everything over again. Note: Assuming my suspicion is correct, the solution will not be immediate, we'll have to first investigate internally where your unique ID got stuck, but we'll come back to you with a solution within a few days.
I'd also like to thank you for your patience and your continuous feedback here in our community.
Cheers, Stephan
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