I only use one laptop for TVGO and last night while watching live tv I turned the laptop off for a short while, upon restart I had to re register the device and it told me to replace a device so I did and again it told me to replace a device after the fourth attempt it says I'm up to the max number of changes for the month. What now?
Forum TeamGlad we've managed to get this sorted out for you.
After the IT Dept contacted me and reset the number of the devices available, I am still having to register my laptop every time I use it and again back to maximum devices registered.
The person that reset everything for me said if any problems to ring her back, that is easier said than done!!!
Hi tonyp192,
If you use the web app or a computer browser, you’ll need to use the same browser each time with Virgin TV Go. Using a different browser, clearing cookies, or using incognito mode will be seen as a new device, as will using a VPN.
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.
See https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-go-app
Supported computers and browsers
So long as you have the latest version installed, Virgin TV Go is supported on the following systems and browsers:
Windows
Google Chrome
Mozilla Firefox
Microsoft EDGE
Safari
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.
What should I do if I can’t sign in to Virgin TV Go?
Also make sure you’re connected to a network that allows Virgin TV Go and other streaming services – some may block the app and website. This is also a good time to make sure you’re not connected to a VPN; it won’t work otherwise.
Likewise, Virgin TV Go won’t work while you’re roaming. If you’re using 3G, 4G or 5G, this needs to be UK mobile data.
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
Forum TeamHi tonyp192,
Sorry you're still having an issue with TVGO devices, the advise from newapollo is what we would also advise.
If you still need devises resetting please let us know.
Alex_Rm
Is it just me, or do Virgin have the worst customer service?
Customer Service can only be considered to be Commission Sales, which always leads to what we see now i.e. frequently untrustworthy on the price or service being offered and totally uninterested in enquires or faults that are not commission bearing.
Allowing a customer to reduce or cancel the service appears to be a sacking offence.
Hi Carley_S,
Thanks for your reply but there are no browser extensions or cookie removals on my laptop, TVGO has worked fine for the last 2-3 months since I bought it for using in my shed !!! the problem only started on the first of this month.
I made contact with Virgin Media and am now waiting for the IT dept to contact me.
Forum TeamThanks for the update on this, when you do get the pop up asking to register in smaller writing below in blue it will say "No, this device is already registered" do you have that option?
If not have you tried downloading the app rather than using the web browser as that will keep you signed in.
thanks for reply but even after the IT Dept reset everything it still does the same each time, so I am about to give up on Virgin.
Forum TeamHi tonyp192
Welcome to the Community Forums.
Sorry to hear of your concerns with the TVGO app showing you've reached your limit.
TV customers 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 their registered devices 3 times in one month. Instructions on how a customer can register a device or replace a registered device can be found here.
You will have to keep the cookies on your laptop/PC or MacBook, or it will register as a new device every time and use up all of the available changes. If you have a browser extension or something that is removing your cookie data, this will affect your TV app device registration.
