Forum Discussion

George00's avatar
George00
Joining in
3 months ago

Can’t log onto virgin go

I can log onto the web app but not the mobile app, nor can I use sky sports - has anyone else had this issue?

3 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    3 months ago

    Hi George00 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear about your difficulties using our TVGO service. There's a great general help page for the service here 👉 https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-go-app . We'd recommend checking it over! We've got a few questions to help isolate what the issue may be, if you can please help us to help you, by replying to these;

    - What happens when you try to log in? (Please be specific about any error code or message you get, and if possible, include a screenshot.)

    - Do you currently have access to My VM 👉 virg.in/myVM 

    - Are you connected via a VPN?

    - Do you have cookies enabled in your browser?

    - Are you in the UK? (Please be aware the service does not work whilst roaming.)

    Thanks for your patience and co-operation whilst we offer support! 🌞

     

    • George00's avatar
      George00
      Joining in
      3 months ago

      I’ve looked at the help page and nothing has worked.

      The only error message is that the username or password is wrong, even though I’ve changed the password. I can access virgin media and can even log onto virgin go on the webpage, but not the app. 

      Not connected to a VPN, cookies are enabled and trying from the UK

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        3 months ago

        Hi George00 👋

        Thanks for getting back to us! If you are getting an error message about the username or password being wrong it sounds like you aren't logging in with the correct account details. 

        You need to use your primary / admin My VM account when logging in to TV Go. 

        Let's make sure you are using the correct details - please keep an eye out for my PM offering support, it will be in your Inbox 📩 in the top right corner of the page. 

        Thanks for your patience in the meantime! 🌞