Forum Discussion

timypeg's avatar
timypeg
Tuning in
3 months ago

Never hear back from 3rd line support

Hello, 

Im now losing all patience with Virgin media. I've had a problem with sky sports where I'm unable to view it via the app or browser. Everytime I contact virgin through phone or whatsapp (since May) I get up to 2nd line support and told they will email over and someone will get back to me. Not once have I heard back and now wondering what's left in terms of getting the issue fixed. I've attached a screen shot of the error incase anyone has seen this before and know the fix 

app
authentication
skysports
  • PhilipF's avatar
    PhilipF
    Superfast
    3 months ago

    Cant see your screen shot, are you logging on to the virgin media section of the sky app, little vm icon below the sky login. or 

     I think you can delete your Sky devices and re-register them by using the TV GO app (I use a laptop), it's lot of messing about!!

    Log into the TV GO app, click your profile and choose Settings, then find Device Management near the top of the screen and click it, you should see an option Manage my Sky devices at the bottom of your listed Virgin devices so click that and log in to see your Sky devices. You can then delete any you don't need, I had all 6 slots used so deleted them all and ran the Sky Sports App on all the devices I wanted to register them on. This also depends on how many device changes you can use for the particular month you are in, it should tell you how many device chages you have available when you log in!

    Also bear in mind you can register 6 devices for Sky Sports but I think you can only watch it on 2 devices at the same time!

    • Kath_P's avatar
      Kath_P
      Forum Team
      3 months ago

      Hi timypeg, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having an issue trying to log in to Sky Sports and that you've not been able to get the need to resolve this. 

      Just so we can see if this is an account issue, are you able to successfully log in to TV Go and view/watch things via there?

      Are you using a browser or the Sky Sports App to try and view the content? If one or the other, can you try the alternative to see if the same error remains?

      Finally, are you having any issues watching content via the live Sky Sports channels directly through your box?

      Pop back and let us know so we can help further. 

      Thanks,

  • timypeg's avatar
    timypeg
    Tuning in
    3 months ago

    Hello, sorry the long delayed reply. It's both that im trying to view content, on the app and browser but get the same error. I'm able to watch sky sports fine on the tv

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      3 months ago

      Hi timypeg 👋.

      No worries about the delay in responding we are always here. Can you confirm that you are logging in using the same email address and password that you use to access your online Virgin Media account with us?

      Let us know.

      Sabrina

  • timypeg's avatar
    timypeg
    Tuning in
    3 months ago

    Hi,  I am yes,  can login with the same credentials fine for my online VM account.