still not getting a picture

posted before but still no personal answer, so repeated

just downloaded the tv go app on my pc which is right next to my hub. pc using edge. wifi seems to be working ok.

i can get the channel guide on, but i can watch nothing. neither recordings or live tv. everything is met with the message 

sorry we can't play this at the moment 0

i do get the sound though, sometimes! there is a credit card like symbol in the top right which i think is a picture in picture symbol. if i click on it, a little video shot appears in the bottom right of my screen for a microsecond and then disappears again.

i have been able to watch tv go on my mobile via wifi, but i want to watch it on my computer screen. it is a wired connection from pc tower to screen.

i have tried all the usual switch on and off again, deleting cookies, re-installing the app etc, all to no avail. if i change my browser again i am worried it will use up all my 5 locations with me being no closer to an answer. same issue arises if i click on the tv go in my browser or on the separate app logo on my desktop. any advice? i see other users having same issue but needing individual contact so i have no idea of the corrected action needed.

 pc is my only listed device. not using any privacy setting or vpn. i do have a mesh system for home wifi in addition to the virgin hub following advice from a home visit a few years ago, but the virgin wifi is still on ok.

any advice?