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Cartini's avatar
Cartini
On our wavelength
2 years ago

Re: Virgin TV Go App asking to register same device every time

Hi, I`m having the same problem with having to register the same device over and over and over and over and over again.  I now can`t register the same device (which, by the way, has been the only one to use Virgin TV go for as long as I can remember) until 1st February. 

Please could you resolve this for me and ensure that it won`t happen again.

On another note, for the first time ever, I`ve been prompted to apply a code to watch 12+ material.  Thankfully Dr Google helped there.

Thank you,

Cartini

5 Replies

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

    Hi Cartini, 

    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've been having an issue with TV Go re-registering your device each time you use it. This usually only happens if your cookies or cache have been refreshed/deleted. 

    The TV Go app tracks cookies to view whether the device has been used previously and if not then it asks you to re-register it. Can you let us know the following?:

    • What device you are using?
    • What browser are you using?
    • Are there any updates pending on your device?

    Please also check your browser settings to ensure it's not set for the cookies to be removed each time you close the browser. If it is automatic, please disable this. 

    Keep us posted on how things go. 

    Thanks, 

    • Cartini's avatar
      Cartini
      On our wavelength
      2 years ago

      Hi Kath_F,

      Thank you for your reply.

      I`m using a laptop, the same one I`ve been using for over 2 years.
      I`m using Firefox; this is the only browser I use
      No updates are pending
      Cookies are not set to be deleted automatically

      As I said in my original post, despite using the same laptop with the same browser for a number of years, this has not happened before.

      As much as having to re-register my laptop is a pain, that isn`t the immediate problem; the immediate problem is that I can`t refresh my device until 1st Feb.

      Thank you,

      Cartini

      • Zach_R's avatar
        Zach_R
        Forum Team (Retired)
        2 years ago

        Hi Cartini, 

        Thank you for getting back to us and expanding on this. Do you happen to use a VPN at all, or use the Firefox browser in incognito/private mode? This will also present cookie related issues which would explain why this is happening.

        Thanks,