Forum Discussion

Lee-AnnL's avatar
Lee-AnnL
Joining in
2 years ago

TV Control app won’t let me sign in

Hi,

I have been trying for days to get logged into the tv control app. The error I get is

“Your email or password was incorrect. Please try again or go back to change your email” 

I am using the correct my virgin media details as I have always used, I am currently logged in on the TV to go app, my virgin media app and the virgin media connect app. So why can’t I get the TV control app to work?

my husband is getting the same error when he tried and we have tried on our tablet device. I have uninstalled the app. 

is there anything else I can do?

TV Control app
  • Chris_W1's avatar
    Chris_W1
    Forum Team
    2 years ago

    Hi Lee-AnnL, thanks for the message and welcome back to the forums. 

    I am sorry to hear that you are having issues with the app, this will use the same password as the online account. 

    Can you clear all the cache and cookies and change the password to see if it allows access?

    Please let us know how it goes?

    Kind regards, Chris. 

  • snowglowjoe's avatar
    snowglowjoe
    Dialled in
    2 years ago

    I am having an identical problem after installing the app on a new phone

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

      Hi, snowglowjoe.
      Thanks for reaching out on our help forums and this thread, sorry to hear you're having issues with accessing your TV Control App installed on a new device.

      As advised on our above post replies the password used for this should be same with your MyVM account password, you may find all our up-to-date info regarding TV Go App on our link here for our reference.

      Could you see if clearing your device/browser cache and cookies helps with resolving the access error on the App?
      Also, you may see if a password reset helps with gaining access back to the account and T Go App - let us know if this helps and if you need further assistance from us here.

      Glad to help out. 🙂

      • davidlapham's avatar
        davidlapham
        Tuning in
        2 years ago

        Interesting thread.

        I've just installed on a new device & TV Control will not log me on.I get a message saying "Sign In Error"  & Login Error" with the options to "Return to Sign In " or "Exit".

        I have tried reinstalling the APP with no change. I then changed my email address followed by a new password. None of these steps has given a different result.

        All other VM apps have singed in OK with the new details.

        My assumption is an APP error which needs fixing. 

         

  • Brutal's avatar
    Brutal
    Joining in
    2 years ago

    I can’t install Virgin control app on my new iPad. My error message says

    server error

    what would you like to do?

    Try again ( with a tick in front that I can’t delete)

    Then. OK

    press ok only to return to the same sign in error!!

     

     

  • DaveCushion's avatar
    DaveCushion
    Joining in
    2 years ago

    I've got the same problem. I have installed the TV Control app on a new Samsung A34 phone but I keep getting 'Login Error'. Tried re-installing and resetting my password but still will not log in.

    It still works ok on my old Samsung S6.

  • RalphCorrigan's avatar
    RalphCorrigan
    Tuning in
    2 years ago

    Bumping this as I get the same issue:

    New phone (Nokia Xr21) all uptodate and fine, won't sign in on TV control but will on all other apps. Old phone not available for checking, but I have used it fine in the past.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      2 years ago

      Hey RalphCorrigan, thank you for reaching out and I am sorry to hear this.

      I have looked up this phone and it is a very new model so most likely the software update hasn't been made for this yet.

      As you can imagine iPhone Samsung etc are very popular so this update will come if your old phone is working and this one isn't this will e the reason. Cheers  

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      2 years ago

      Thanks for the reply 👋🏼 bobblejones .

      Please can you try the following and let us know if it works:
      For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the TV App > Tap Delete Data. 
      For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache.
       

      If you are using an Android device can you please ensure you have the following settings enabled:
      Location Permissions (Settings > Apps > Virgin Media TV Control > Permissions)
      Nearby devices (Settings > Google devices & Sharing > Scan for nearby devices).

      Let us know how it goes and we can go on from there.

      Kind regards,
      Ilyas.

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

    The app does not appear under my icloud apps so nothing to delete 

    • Carley_S's avatar
      Carley_S
      Forum Team
      2 years ago

      Can you confirm what error message or screen you're seeing on your Apple device when trying to access the TV control app please bobblejones ?

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

    It says password incorrect - even though its the same one i use on my other devices

    • Megan_L's avatar
      Megan_L
      Forum Team
      2 years ago

      Hi Bobblejones, 

      Thanks for coming back to us about this issue with your TV Control App, sorry if it's still occurring for you since you last posted!

      I have a link here which has helpful flows around TV Control Sign In issues, please take a look and let us know if it helps to resolve your issue.

      Thanks,

      Megan_L

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

    That covers issues finding the box once logged in and nothing at all related to my issue!!

  • DavidH1999's avatar
    DavidH1999
    Joining in
    8 months ago

    Good afternoon, 

    I am trying to login to the TV Control App however all I get is "Signin error/Login error" I have tried everything as previously suggested in the thread but nothing seems to work.

    Any help would be appreciated 

     

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      8 months ago

      Hi DavidH1999 👋

      Welcome to our Community Forums and thanks for your post. 

      I am sorry to hear this. Are you logging in using your MY VM details?