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Gossgeekgirl
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Access denied when registering phone

Hi,
Why can't I register my phone to watch tv? I have a Samsung Galaxy J5 running andriod 5.1.1
Thanks
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Re: Access denied when registering phone

Hi Gossgeekgirl, 

 

Thanks for your post and welcome to the forums. It's great to have you here Smiley Happy

 

I'm sorry to hear that you are having an issue registering your Samsung device. 

 

When you log in to the app, what sort of error message comes up? Does the app try and recognise the device? 

 

Let me know so I can help investigate where the issue lays here Smiley Happy

 

Thanks, 

Kath_F
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Gossgeekgirl
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Message 3 of 6
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Re: Access denied when registering phone

When I try to watch tv on my phone I get told I need to register the device. When I click through to register I get a message saying "access denied. Please return to app to continue" I don't have any other options. I'm new to the app and have NEVER used it before.
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Re: Access denied when registering phone

Hi Gossgeekgirl, 

 

Thanks for coming back to me on this Smiley Happy

 

Using a PC / Laptop go to anywhere.virginmedia.com > My Profile > Device Settings. 

 

Are there any devices listed here? 

When you are asked to register the device, does it take you out of the app and then give you the error or do you stay in the app?

 

When going into the Playstore, is there any updates to run for the app?

 

Let me know.

 

Thanks, 

Kath_F
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Gossgeekgirl
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Re: Access denied when registering phone

Don't know if there's any devices registered when I check via a computer as I get a screen saying "unknown error" and "oops something went wrong. Unknown error occured" #NotVeryHelpfull
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Re: Access denied when registering phone

Hi Gossgeekgirl, 

 

Thanks for letting me know about the errors you are facing using a PC too. When trying to log in to My VM here: http://virg.co/myVM Are you able to view the bills or does it advise you that you need to log in using the Primary Details?

 

What about the other questions I asked in my post:

 

When you are asked to register the device, does it take you out of the app and then give you the error or do you stay in the app?

 

When going into the Playstore, is there any updates to run for the app?

 

Let me know Smiley Happy

 

Thanks, 

Kath_F
Forum Team

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