Forum Discussion

Opsta's avatar
Opsta
Joining in
29 days ago

Device Registration

Hi, 

We’re constantly having issues registering our devices for the virgin tv go app. Every time we come off the app it says we need to sign in and re register the device despite it already showing in the list as registered. It’s a constant thing and obviously with the limited changes per month, it is becoming a bit of a ball-ache. Please can you assist us? Judging by the numbers of discussions on this issue it seems to be a recurring problem. Any remidies for this? For info, we have cleared cookies and cache on computers and it hasn’t resolved 

regards,

Ope

 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    29 days ago

    Hi Ope,

    You say that, "we have cleared cookies and cache on computers and it hasn’t resolved"

    That is a major failure on your behalf.  Clearing the cookies and cache means that the computer(s) are seen as new devices.

    Info below from the Supported computers and browsers sub section on the https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-go-app page

    Note: If you register a computer using a browser, you’ll need to use the same browser with Virgin TV Go. Using a different browser, clearing cookies or using incognito mode will be seen as a different device. 

    Also, use the same web browser each time (like Google Chrome or Safari). The Virgin TV Go website will think you’re using a new device when you’re on a different browser or on incognito mode. Also ensure you’ve got cookies enabled in your browser, that virginmedia.com is listed as a trusted site, your browser is set to allow protected content, and you allow pop ups from the Virgin TV Go website 

    • Opsta's avatar
      Opsta
      Joining in
      29 days ago

      Thanks for getting back to me! I forgot to mention that this keeps happening even if I don’t clear the cookies and cache. Also, what if I’m using the same mobile device, like an iPhone? The problem still keeps popping up.

      • Molly_T's avatar
        Molly_T
        Forum Team
        28 days ago

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

        Sorry to hear about the issues with TV GO! It certainly doesn't sound ideal. You can have up to 5 different compatible devices signed up to the TV Go service and use the app at one time, with the ability to make adjustments to the registered devices 3 times in one month. You have to then keep the cookies on the device  (laptop/PC or MacBook) or it will register as a new device every time and use up all of their available changes.

        I will send you a PM to confirm a few details and get the devices reset for you, which will hopefully help. 🤞 You can find the PM in your Inbox 📩 in the top right corner of the page. Thanks for your patience in the meantime! 🌞