I have been trying to download movies to watch offline on the Go app but just get a message saying download’s temporarily unavailable.
I have been trying for several days on both my iPad and iPhone.
I can steam fine and broadband is working fine so appears an issue with the app.
Do we have any idea when this will be fixed?
I have just moved from Sky to Virgin, and cannot believe this basic functionality has not been working since April.
Surely the issue should continue to be escalated until it reaches the department who can fix this in hours, not months?
I too will be reverting to Sky unless this is resolved imminently.
Forum TeamHey Jonathan_J, thank you for reaching out and I am sorry to hear this.
Unfortunately not every program / series can be downloaded offline this would be down to the licensing / production company.
What type of program are you struggling to download? Cheers
Hi Matthew,
Thank you for your reply. As with the others on this post, it’s literally any program. I can’t download anything.
How can you say there is no issue? People are unable to download anything! It doesn’t matter whether you try Android or iOS, what version of the app you use or what you are trying to download, nothing downloads!
You are saying there is no issue but your colleagues have previously said this is being investigated. Virgin offer the ability to download programmes on their app but the function doesn’t work.
Can you provide details of your complaints procedure as this is not good enough?
Totally agree. Maybe Matthew_ML should do his job and rather than fob us off read this thread. Virgin themselves advertise you can download but it doesn’t work. I started the thread but am still waiting and being told there is no update.
Hi this is the link I used to make a complaint. It's difficult to get from the Forum Team . You are supposed to get a reference number back but that failed and a Team member eventually logged a call for me .However the link they gave me to track it came up with an error page unavailable message so who knows ? They give themselves 28 days before they are supposed to reply. Best of luck on getting anything meaningful back.
I’ve raised a complaint too. And chased yet again in private messages to the moderators! Not holding out much hope given how useless Virgin are - sky is far superior.
The only thing about Vigin that impresses me is the number of ways they can tell you they are looking into something without actually telling you anything. Oh they are also really good at just waiting.
Complaint raised.
Dear COMMUNITY TEAM,
I am 99% sure the issue is to do with UHD. I have al;ready posted this higher up the chat. Now I know you guys are just paid to reply with some basic (unrelated) troubleshooting and then add the request to Virgin media Dev teams 50,000 tickets - BUT IF YOU READ THIS YOU MIGHT SOLVE IT.
Firstly - Everyone with this issue could confirm if they have UHD or not in their package. My guess is NO.
Secondly - Virgin media community team - Follow these steps to recreate it using your Virgin media test account. 1. ADD UHD to Sky Movies to the test account. 2. Go to the Virgin Go app. 3. Click download on a Sky Movie that is downloadable. Should work. Next - 4. Come out of the account, the app etc. 5. REMOVE UHD sky movies on the test account. Wait for however long your cache period is and then 6. Go to the Virgin Go app and try to download another Sky Movie. It should fail.
This is because, from what I can see, the app is defaulting to downloading the UHD version of a film even if you choose the HD version. So anyone with UHD not on their account is blocked completely from downloading.
Downloading movies is a service included in ALL packages not just UHD subscribers so it should be at the top of your backlog - BUT follow these steps and you have the answer confirmed and then 10 minutes for the dev team to fix it - or quick fix until they can, add UHD for free to each person reporting the issue to solve it.
If you want a tester in real life - I am happy to have UHD added to my account for 1 day and I will see if my issue is fixed.
Thanks
I should add this check is happening on ipads and iPhone only. On android its fine so I think the ios app is making this unnecessary check on whether you have uhd or not. Ps/ I could be completely wrong haha
Oddly if you delete the app and then reinstall you receive a banner telling you how brilliant the download process is when it's been broken since at least April.
I suppose that's because they have not taught the AI system to read previous
posts . That's the only explanation I can think of for the repetertive nature of the questions and answers given.
I suspect mine will go the same way two complaints one I cannot view but have been told there was an attempt to contact me. You would expect an e mail but nothing . 2nd it's simply sat there with no updates . Again I suspect there will be "an attempt to contact me " . Then it will be quietly closed . I have looked at the tracker and there does not appear to be any way to update it or re open from the complianee side probably another dead end.
Same here nothing downloads, trying to get organised for a flight next week and cannot download anything
Forum TeamHi Chicom69,
Thank you for reaching out to us in our Community and welcome back, sorry to hear you are struggling to download content Via your TV Go so you can watch it on the plane when you go away.
This is something I have done myself recently and had no issues, when you are trying this are you connected to the same Network as your TV Box, are you connected to a VPN for work, do you have a 3rd party Router and have ours in Modem Mode?
Regards
Paul.
Hello Everyone,
We're aware that some of you are unable to download content via the TVGo App. We've been speaking to our Product Team since the issue was first raised and the latest update is that a fix is expected mid October. We will update this thread if this changes and thank you for your continued patience.
Will you also be telling us what compensation is being offered after the ability to download hasn’t been available for over 6 months!!!
I was offered a paltry £10 account credit by one of your customer service advisers in August - and to make things worse it was never applied.
My faith in this being fixed in October is non existent because all I have seen from Virgin is lies to fob customers off and keep taking money without delivering advertised services.
Forum TeamHi Prkendrick1
Thanks for posting and welcome back to the community.
TV GO is a free of charge application so I'm afraid would not meet requirements for compensation to apply 👉 virg.in/autocomp explains more.
Best wishes.
