Forum Discussion

Saf3's avatar
Saf3
Tuning in
9 months ago

Service not available - Virgin TV Go App

Where do I start regarding the poor customer service being received when in need of support. I recently moved my services to my new address. The TV app has always worked fine in the past however with the move I was given a new account number. Since then I have been attempting to access the TV go app but keep getting the error “service not available - Oops - the service isn’t available at the moment. Try again in a few minutes.”

I have been calling the support team for weeks, being promised call backs, having to explain the issue time and time again. Deleted the app, reinstalled, changed passwords, tried on different devices and on different browsers to no avail. I have been put through to 2nd line teams in India who don’t seem to care and advise that someone would call me back in 2 days (which never happens) or it’s a known issue impacting everyone when my neighbour can access the service fine. I have asked for a reference number which you would think is a simple request but been told they can’t provide a reference and when I call again….nothing has been recorded on the system.

I am really disappointed with this level of service.

Anyone out there had this issue and managed to get it resolved?

14 Replies

  • I've just upgraded from Gig1 broadband only to having stream flex. As part of this I downloaded the virgin tvgo app but am having the same result as OP. Service not available 

    • newapollo's avatar
      newapollo
      Very Insightful Person

      Hi JJMorty​ 

      Have you received and installed the Flex box yet?   If not then you may have to wait until the Flex is up and running.

  • 5 months later and Virgin have still not resolved the issue! I can’t believe I’m paying for a service that I don’t receive 

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team

      Hi Saf3 👋.

      Thanks for reaching out to us, sorry to hear you are having issues with TVGO. You have mentioned that you have since moved and have a new account number, have you registered for an online account with your new account number and email address that is not tied to your old account, this will also be your login details for TVGO. If you do not have another email address or have used the same email address, we can look into merging the old and new account. 

      I will drop you a private message.

      Sabrina
       

  • hardboiled's avatar
    hardboiled
    On our wavelength

    Same thing is happening to me now.... I'm tired of the things going wrong or not follwoing common sense rules. 

    • Saf3's avatar
      Saf3
      Tuning in

      Sorry to hear this, but don’t expect it to be resolved as it seems the support team at Virgin don’t have a clue. Promised phone calls never happen, to say I am disappointed is an understatement. Paying for a service which I don’t receive…how is this acceptable! 

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Saf3 wrote:

    I recently moved my services to my new address. The TV app has always worked fine in the past however with the move I was given a new account number. Since then I have been attempting to access the TV go app but keep getting the error “service not available - Oops - the service isn’t available at the moment. Try again in a few minutes.”


    Since you moved property and were given a new account number, have you signed into My Virgin Media? If so is that showing your current address, or you previous address?

     

    • Saf3's avatar
      Saf3
      Tuning in

      Hey, thanks for responding. All services are pointing to the new address. I can log into my virgin media app fine to view bills etc. 

      Issue is only with the my tv app

      • newapollo's avatar
        newapollo
        Very Insightful Person

        Hi again Saf3 

        Thanks for updating the thread.  At least MVM and the billing is working. 

        The reason I was asking is that when moving home VM normally process what they term as a 'move and transfer' so that you retain your email etc in the new account. The TVGo app log in would be tied in with that, and if they hadn't followed that process it would explain why you were unable to sign into TVGo.