Forum Discussion

plantlover's avatar
plantlover
On our wavelength
2 years ago

TV control app not working after renewing contract

I renewed my Virgin contract last Wednesday. Subsequently I have lost the use of the TV control app on both iPad and iPhone. It gives the error message that I have signed in successfully but no valid TV account can be found. VM confirm the new contract has been set up and it shows on my Virgin media. In relation to the fault they only suggest reinstalling the app. This does not solve the problem. I have 2 V6 boxes and declined 360upgrade at renewal. Can anyone suggest the way forward now to get the app back working again?

TV Control app
V6
  • Matthew_ML's avatar
    Matthew_ML
    2 years ago

    Thank you for sending this over.

    We was aware of an issue affecting customers however this has now been resolved has this started working for you? 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    2 years ago

    Hi plantlover, thank you for your post.

    We're sorry to hear about the problem you're experiencing 😔

    Can you please confirm the exact wording of the error message you're getting? Also, are you getting any error codes?

    Please pop back to us at your earliest convenience and we'll do our very best to help.

    Regards,
    Daniel

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

    Here is the error message:

    No other error messages. Your help much appreciated, thanks.

     

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      2 years ago

      Thank you for sending this over.

      We was aware of an issue affecting customers however this has now been resolved has this started working for you? 

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

    Alas no, I have just deleted and reinstalled the app but still get the same error message.

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

    I should add that the answer was helpful in acknowledging the problem but that it is NOT a solution. I should also add that all my software is fully up to date, I really don’t think there is anything further I can do from my end to remedy the situation and hope that the problem can be further explored as I definitely do have a valid TV contract and I have always found the app to be very useful. Hoping you will be able to help further…

     

     

    l

    • Molly_T's avatar
      Molly_T
      Forum Team
      2 years ago

      Hi Plantlover 👋 Thank you for getting back to us!

      Sorry to hear this issue with your access to TV Control is still ongoing. You should be using the same logins as your My VM account. Sometimes this can be resolved by resetting the My VM password and then trying to log in again. 

      If you can please give this a go and let us know how you get on? If there is no further change we will likely need to get a ticket raised with IT for you. 

      Thank you for your patience in the meantime! Wishing you all the best. 🌞

      • Terryh1's avatar
        Terryh1
        Joining in
        2 years ago

        Im having the same issue, i have spoken twice with the help desk who have assured me they would put it right but no. Have just changed my password but still not working!!

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

    I have also changed my passwords as instructed, but it has made no difference, the same error message still appears after reinstalling the app again and using the new password. I think an IT ticket will be required and hope that at an individual level something can be achieved to rectify the situation. 

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

      Hey plantlover,

      Thanks for getting back to us, I can certainly go about looking into this deeper with you and assessing if an IT ticket would prove useful, for me to do so I will need to confirm some information from you in a private message.

      Joe

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

    Thanks - I have just sent the details you have requested by private message.  I do hope that you can now get to the bottom of this problem that I (and some others) appear to be experiencing.

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

    Hey plantlover,

    Glad we could go about looking into this with you and look into this further, if you do require anything further then please do let us know.

    Joe

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

    It’s working again, well done the IT team, I hope they are sorting this for all the others on here that have reported the same fault. Thanks.

  • spencerdancing's avatar
    spencerdancing
    Joining in
    2 years ago

    Snap ! Exactly the same thing has happened to me I tried re installing and changing password but still no joy