Forum Discussion

cantlogin's avatar
cantlogin
Tuning in
7 years ago

Cant login to Virgin TV GO

I can't log into TV Go via the app on either ipad or android or via browser. I can login perfectly fine to myvirginmedia and my mobilemyaccount. I can even select the Virgin TV GO link via my virginmedia which takes me to the TV GO sign in. On the ipad I'm running Ios 12.1, I'n uninstalled and reinstalled the app (incidentally seems unstable at times and flashes/flickers badly).

I get a username or password incorrect error and then asked to click on the I'm not a robot link which just seems to present you pictures to click for ever without doing anything

I've spent the past 2 fruitless hours on the phone getting bounced around and getting through to second line technical support (eventually!!) only to get dropped before they could root cause. 

Anyone else got this problem. I see it pops up periodically but I am completely locked out on any platform.

 

I don't want to waste any more of my life on this but considering I'm spending >£130 month with Virgin the is **bleep** poor.

Fraser

72 Replies

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  • Rose_B's avatar
    Rose_B
    Forum Team (Retired)
    7 years ago

    Hi Fraser,

    Thanks for posting and I'm sorry to hear about what's happened.

    I'd like to look into this for you so I'm just going to send you a private message which you will find if you click on the purple envelope at the top right of the screen.

    Talk to you soon

    • cantlogin's avatar
      cantlogin
      Tuning in
      7 years ago

      Having got the problem solved I should probably give an update.

      So bear in mind my login and password was always correct naturally one is nonplussed when  your login and password is rejected and you  are then told to click on the "I am not a robot" button and then select multiple images of shopfronts or traffic lights...screen after screen. This I did but frankly by the 4th or 5th screen I just aborted - well why wouldn't I, I'm already thinking something is broken and I'm not stuck in an endless security loop.

      Thankfully the second line line support guy who I got through to after 2 hours of phone calls did persevere and to whom I had given my login and password and hey presto it actually worked.

      Ok, so you could blame my stupidity for not keeping going buy I think there are two issues here and I could be excused for what happened.

      1) Clearly Virgin had not fully tested the "user experience". I don't know quite why the "I am not a robot" security layer was so over zealous. I think 2 screens max should have been what I was displayed with not half a dozen. One could also ask the question. If my login and password was correct why the heck was it rejected in the first place and why was I subjected to this idiotic security protocol.

      2) This scenario was clearly not in the first line support playbook. But then again if they had tested the user experience out as per #1 then it would have been.

      So the next time on any app you get asked to identify all the squares with a  shop front etc.....just keep going...and going....and going....and just maybe the application will let you in.

      Fraser

      PS At least it is gratifying that Rose_B who seems to work for Virgin is monitoring the forum and private messaged me in an effort to resolve. Next time though...just make sure the application is tested from the user point of view.

       

      • aIIan's avatar
        aIIan
        Joining in
        7 years ago

        Yep same thing here,

        Most times when I try to sign into My Virgin Media page its murder trying to get it to accept your details .

        Then you get  I Am Not A Robot pages again and again only for it again not to accept you, so again you have to go through all that rigmarol

        last time it took 10 attempts

        I have had this problem ever since Virgin started and as I rarely used it I always thought it was my fault

        Something wrong with my password was my assumption, but now I know its not me just this stupid sign in page 

        ( From what I gather its not your password, its Virgin not recognising your email address, it has trouble finding your details)

        Perseverance pays out if you can be bothered.

         

  • mmbentley's avatar
    mmbentley
    Joining in
    7 years ago

    I have the exact same problem with the Iam not a robot check box keeps on reloading withot confirming anything.

  • nikyb25's avatar
    nikyb25
    Joining in
    7 years ago

    everytime im trying to log on it says log in using your main user account sub accounts cant log in ive spent all morning on the darn phone being passed ffrom pillar to post and quite frankly i am very annoyed because three tech people hung up on me 

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      6 years ago

      Sorry to hear of the problems you're having nikyb25. 

       

      Have you had any further luck with this?

       

      ^Martin

      • nikyb25's avatar
        nikyb25
        Joining in
        6 years ago

        no its still not letting me log on it says please sign in with your main user account sub accounts cant be used but ive used my main account user name 

  • Mulldog's avatar
    Mulldog
    Dialled in
    6 years ago

    I always get "Your username or password looks wrong." It is definitely correct and those are my Virgin login details for many years. Can anyone from admin help me please?

    • David_Pn's avatar
      David_Pn
      Forum Team (Retired)
      6 years ago

      Hi there Mulldog

       

      We are sorry to hear that you are having issues trying to access TV Go.

       

      What device are you trying to use the APP on?

       

      Have you registered for a My Virgin Media online account? Are you also trying to use the primary log in details to access the APP? 

       

      We assume that your service were installed more than 24 hours ago? 

      • Mulldog's avatar
        Mulldog
        Dialled in
        6 years ago

        Hi,

        No, I am trying to log into the web version on my PC  https://virgintvgo.virginmedia.com/en.html

        I am using the Firefox Browser and Windows 10. The page does not recognise my login details but does so when I login into all other Virgin online services (i.e my virgin media).

        Is there a reason why these details don't work or am I missing something? They used to work in the previous web version (before virgin tv to go).

        Cheers.

         

  • weeonaa's avatar
    weeonaa
    Joining in
    6 years ago

    I can't log into virgin go I keep getting the same message.

    "Please sign in with your main user account. Sub-accounts cannot sign in."

     

    Every time I phone they say they have sorted it and I should wait an hour and try again.. I'm a year into my contract and still haven't been able to use it!

    Has anyone managed to get a fix for this?

    • Mulldog's avatar
      Mulldog
      Dialled in
      6 years ago

      No weeona, I totally gave up on it because I simply cannot log into it even though I have all the correct details. It would be a handy service to have, but to be honest I haven't missed what I've never had.

      It's still wrong however that many of us still cannot even log into it.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      6 years ago

      Hi weeonaa,

       

      Thanks for posting and I am sorry to hear of the TV Go Issues. 

       

      I'd like to sort this out so I'll PM you now so we can discuss the account freely and do extra tests.

       

      Kind regards,

  • vikk77's avatar
    vikk77
    On our wavelength
    5 years ago

    Hi

    i am having the same issue phone and pc both come up with

    oops.that hasn't worked. please sign-in with your main user account. sub-accounts can't sign in to this service.

    i am using my main account.

     

    vikky

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      5 years ago

      Hi Vikk77,

       

      I'm sorry to hear you're also experiencing an issue with this.

       

      Can you please send a screenshot of the error you're getting?

       

      I've also popped you over a private message to get a few more details from you. (Purple envelope, top right hand corner)

       

      Alex_Rm

      • seaton1's avatar
        seaton1
        Joining in
        5 years ago

        I’m also having the same problem & also says my mother’s maiden is wrong,which it isn’t .

        Its gone on for months,but I’m had just given up until I saw this message board.

  • elmpark68's avatar
    elmpark68
    Joining in
    5 years ago

    Hi I can't log onto Virgin Go tv app - notice some message saying the app might not work on Windows 10?  so use the tv go website - so did that today which has the same issues -  I CAN login to main virgin site using my ID and password fine but not tv go. been like this for months. can anyone help? ps tried the sky sports app with my virgin id and this works fine. ps error message I get on tv go is:

    Oops, that hasn’t worked!

    Sign in is currently not possible. Please check back soon.
    • Chris_W1's avatar
      Chris_W1
      Icon for Forum Team rankForum Team
      5 years ago

      Hi elmpark68, thanks for the message and sorry to hear that you are having issues with the TVgo service. Can you confirm if updating the password to see if anything changes? 

      Can you confirm if you are still having issues with this or have since been resolved. 

      Chris

      • elmpark68's avatar
        elmpark68
        Joining in
        5 years ago

        right just tried that and no its the same error. I reset my password in virgin media, and tried to log into virigin tv go via the website with new password and still the same. tried it with me being logged into virgin media account on other screen and being logged out. I also tried it with wrong (old) password and at least it then says my password is wrong. so it 'knows' my new password and id are correct if you see what I mean. But the main error I get when I try to log on properly via the TVGO application is still "Oops that hasn't worked.  Sorry - we cant sign you in right now. Please try again in a few minutes". also tried the tv go website with a similar message 'Oops that hasn't worked. Sign on is not currently possible. Please check back soon'.

  • Griffinm1's avatar
    Griffinm1
    Joining in
    2 years ago

    I am having the same problem, its very frustrating, need some help sorting before i go mad!!

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 years ago

      Hey Grigginm1, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

      Is the app and your phone fully updated?

      Also have you gone over the 5 phone limit, got a new phone or anything lately? 

      What error is it giving you? Thanks 

      • Weaselg46's avatar
        Weaselg46
        Tuning in
        2 years ago

        I see several people having exactly the same issue going back to 2021

        I have just joined Virgin Media and I must say not had a good ride in my first 2 weeks.  I took this package specifically so I could watch TV away from home.  Ive been trying to sort this for the lat week and a half and all I get is the same thing password change (can't... and you can't change it either) different OS (tried 3 so far) on data (tried outdoors) on broadband (tried indoors) I'll pass it to the second line team (must be 5 times now) but now I've found 8 pages of the same  complaint I can see Offcom getting involved as they are currently in breach of contract in not supplying the services advertised...

        So looks like I've got 2 years of complaining ahead of me?