Hi
i can stream no problems but just not download to watch offfline.
I am on latest version of the app and have tried uninstalling and installing again.
Hello,
I will pass this info to my colleague and come back to you with any updates.
Cheers
Hi there,
Any updates please in respect of this. I’m still having the same issues. Thanks.
Hey KD64,
Welcome back to the Community Forums and thanks for the post.
Sorry to hear that you are having this issue, would you be able to confirm for us what it is your trying to download and what its saying when you do so?
If possible could you also provide us a screenshot of what it shows.
Thanks. Joe
Joe - you want want to read the whole of this thread. You and your colleagues keep asking what we all trying to download and we keep giving answers - it basically nothing downloads! We have shared screen shots of error messages (and have included again). There are several threads with people having this same issue with Virgin. Can somebody at Virgin show some initiative and sort this out and advise users what to do!
Hi guys,
Thanks for continuing to post on here and apologies for any confusion caused.
I have raised this with the relevant teams and they are looking in to things. There is no update at this time but once I have one I will post back here.
With it being the bank holiday it will take longer than usual for a response.
Rest assured - I've not forgotten about this and as soon as I do have a reply then I will come back and let you know.
I appreciate your patience.
Many thanks,
Hi KD64 and Prkendrick1,
Thanks again for your patience on this one ⭐
We need a bit of information so this can be raised further. I know you've both provided some of it already but it's across different posts so please reply with everything in the one reply so we have all the information in one place. Can you let me know the following please:
Once I have this information, I can then raise this further.
Many thanks,
Everything I try to downloads fails.
I have tried A Town called Malice again (Sky Max), Death Pursuit (Sky Cinema), Judge Rinder’s interrogation secret (Crime & Investigation) and Princess Margaret a scandalous affair (Channel 5), black phone, maverick, matrix, dig. All came up with the message failed to download and show as not available within downloads
I have tried on both iPhone 14 and IPad both running latest iOS (16.4.1).
I am on latest version of Virgin Go app and have tried several times removing and reinstalling.
the error message is shown in images attached.
In relation to your questions above please see below
4 & 5. Have re-confirmed below the issues I reported previously, along with the same screenshots. The situation is still the same BTW.
I have tried to download A Town called Malice again (Sky Max), Death Pursuit (Sky Cinema), Judge Rinder’s interrogation secret (Crime & Investigation) and Princess Margaret a scandalous affair (Channel 5). All came up with the message failed to download and show as not available within downloads (please see screenshot below). I was also going to try to download something from channel 4 but, every programme says only available on Virgin TV Box.
Hi Prkendrick1 and KD64 👋 Thank you for your responses 😀
We will make sure this is raised further and keep you updated on the situation.
Again, thank you for your patience on this.
Regards,
Daniel
Hi Prkendrick1,
Thanks for coming back with the further information requested. I just need to add your account details to this to create a ticket now but I have been unable to locate you on our systems using your forum credentials. 🙁 We will need to confirm that with you in order for us to proceed.
I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
Thanks,
Hi Kath,
Do you have all my account information in order to create a ticket. Thanks.
Best Regards
Ken
Hi Ken,
Thanks for coming back to me here. I was able to get your account information based on your forum credentials so have everything I need for this 😊
I have raised tickets now for both you and Prkendrick1 and these have been escalated directly to a contact I have in the TV Go team. With it being a bank holiday weekend, there may be a delay in coming back to you but once I do have any update - I will let you know.
Many thanks,
Thanks for coming back to me Kath and escalating the issue internally. I really hope VM can resolve this soon because it’s incredibly frustrating not being able to download anything.
I appreciate there could potentially be a delay before the team responds due to the Bank Holiday.
Best Regards
Ken
I am having the same issues. I was able to download Rookie episodes but now it says paused and then unavailable. I’ve tried more than 5 different programmes.
Im not sure what else Im supposed to do???
Hi starframe18, thanks for the message and sorry to hear that you are having issues with the TVGO service.
Can you confirm if you are having this issue via the browser?
Does reinstalling the app change anything?
^Chris
Do you have any further updates please Kath. Another week has gone by and this still hasn’t been resolved. As I have said before this is really poor from VM TBH.
Thanks.
Regards
Ken
@John_GS. Why don’t you do your job! Read back through this thread and you will see both myself and @kd64 have given this info. We were told tickets had been raised and issue escalated - but Virgin are proving incompetent and can’t sort it out or bother replying.
Please read back through the previous messages in this thread to find all the info needed. You should be able to find the tickets raised ( if they were raised) and then please give us an update.
You said it all prkendrick1. It’s a typically shambolic answer from VM. I’m unsure if they cannot fix it and therefore just keep playing for time by asking us the same questions again or, if they are just not bothered. My contract is up in early July and at this rate I’m unlikely to renew. Let’s see if you get an answer to your reply.
Good Morning Prkendrick1, thanks for coming back to us.
I understand that you're currently within a private message conversation with one of my colleagues.
Please liaise with them for any updates on tickets that have been raised.
Kindest regards,
David_Bn
Any update please Kath. Still can’t download and it’s over 2 weeks since you raised tickets. This is so poor. Do you suggest I phone VM. If so please give me the ticket number relating to this.Thanks.
Hi KD64,
Thanks for popping back to us on this one.
There is no update on this currently. The teams I've raised this with are investigating this but these sorts of things can take time I'm afraid.
As promised, as soon as I have an update, I will let you know.
As I'm dealing directly with the specialist team, it's unlikely the first line agents will have the ability to view the ticket we've raised so calling will not help I'm afraid.
I am raising any further examples as they come in too but there isn't a quick fix for this I'm afraid.
Thanks,
Thank you for the update Kath but obviously not good news. It’s very concerning this function has stopped working suddenly. Of greater concern is the fact the Technical team don’t have any indication as to what the issue is. I would be interested to know how many other people are having the same issue as myself and the other guys within this thread. I’m hoping you will have some good news for us soon.
Hi KD64,
I have the same issue.
I think I know what is causing this, as I get the same issue but only on ipad. For some reason when my last contract was renewed uhd sky movies was removed. Even though I am trying to download HD films, on the failed downloads it says uhd. So via ipad the app is defaulting to the uhd versions of films, which viegin seem to have removed from my account. So they need to add uhd back onto everyone (and why not because downloads is part of the package) or fix the app to take the HD versions.
Virgin please contact me to resolve also because we are travelling now without downloads!
