Forum Discussion

Kev_B's avatar
Kev_B
Community Manager (Retired)
4 years ago

TV Go device registration - Google Chrome

You may still be experiencing issues with Google Chrome registering a new device on your TV Go profile each time you use it. This isn't the intended behaviour, for the best experience we recommend not clearing cache/cookies for TV Go after each session.

If you do clear your cache and cookies then the next time you use TV Go it will present as a new device. Clearing cache and cookies is recommended from time to tiime, but since you can only make 3 changes per month then doing so with each session will result in multiple registrations and the possibility of using all of your permitted changes.

If you're still seeing duplicate registrations with Google Chrome, but aren't clearing cache/cookies or using incognito mode, then please respond with the following so our team can investigate:

  • Approximately when did the problem start?
  • The model and version/OS of the device and browser causing this issue
  • Do you manually clear cache/cookies or have a program that does this after each session?
  • Does it happen more than 3 times per month? (Meaning you need our help to get additional reset slots)

If you're not affected by this issue but still need a device reset, please create a new post and we'll be in touch.

  • briangoodsir's avatar
    briangoodsir
    Joining in
    4 years ago

    Hi Guys,

    It has happened again, reached device limit.  Why does it do this??? i am using the same PC with the same browser using the same app to connect so why does it say i have used diff devices and reached a limit, surely this is something that virgin media can do away with especially when likes of myself on a VIP package costing £153 a month and I cannot even watch it on my pc from the dedicated tvgo app.

    Sorry for the rant but can you do your magic again for me and clear them, i would be ever so grateful.

    Many Thanks, again

    BrianG

    • Lee_R's avatar
      Lee_R
      Forum Team
      4 years ago

      Hi briangoodsir thanks for posting and welcome back to our community.

      I am sorry you're having repeat issues with your TV Go service.  I will drop you a quick private message.

      Regards

       

      Lee

    • Kev_B's avatar
      Kev_B
      Community Manager (Retired)
      4 years ago

      Hi briangoodsir 

      Apologies for the ongoing TV Go issues, could you confirm the following for me please so our team can investigate the issue:

      • Approximately when did the problem start?
      • What browser version are you using on your PC?
      • Do you have your browser set to clear cache & cookies after each session, or are you doing this manually at all?
      • When was the last time it happened? Is it happening more than 3 times per month?
      • briangoodsir's avatar
        briangoodsir
        Joining in
        4 years ago
        Hi Kev_B,
        I use Opera browser and have done for years but this device debacle only started within the last year. I have tried using chrome, Explorer and Edge but it happens with them all. Everytime i sign in it asks for to choose to replace a device, so yes this is happening more and more especially as me being wheelchair bound i am using my pc more and more to watch tv apps, due to limitations of getting around the house and cant afford a third box as I am paying £153 a month as it is. As for clearing cache or cookies my browsers are only set to clear history after every use, could this be causing this issue?? Although I have done this for years as used to have access to last place of employment and had to clear history from browsers but didnt have this issue with watching tv app, it seems its only since they upgraded/changed the tvgo app.
        I hope this helps.
        BrianG
  • BruceMalcolm's avatar
    BruceMalcolm
    Tuning in
    4 years ago

    Hi, I have started having this problem today. Am a regular user of the service and last used yesterday. I can't open any of the TV channels as it says I've reached my limit of 5. 2 of these are for 'My Computer - Google Chrome' and one of those also has '(current device' as I'd expect. But it doesn't seem to recognise that this is my current device and says I have to wait 26 days to replace any of the 5 devices.

    How do I get this cleared?

    • Lee_R's avatar
      Lee_R
      Forum Team
      4 years ago

      Hi BruceMalcolm thanks for posting and welcome back to our community.

      I am sorry to hear you're having issues with accessing TV Go.  Have you covered all the points made by my colleague in the 'sticky note' and do they not cover your situation?

      Regards


      Lee_R

      • BruceMalcolm's avatar
        BruceMalcolm
        Tuning in
        4 years ago

        Hi, yes I've seen the note but still having the problem. I'm not doing anything different from usual, but not been able to use the service on my laptop the last couple of days. Too many devices registered.

        Can you please clear this?

         

        Bruce.

  • i_cola's avatar
    i_cola
    Joining in
    4 years ago

    Same problem here... Can't play channel, clear cache etc. run out of devices available. Not being able to watch a channel I've been watching for a few hours is happening every other day.

    Can you reset my devices please?

    • Paulina_Z's avatar
      Paulina_Z
      Forum Team (Retired)
      4 years ago

      Hi i_cola,

       

      Welcome to our Community Forums. Thank you for your first post, and I'm sorry to hear that you're experiencing some ongoing issues with your TVGo devices.

       

      I will send you a Private Message to confirm some details before we can reset your devices. Please look out for a purple envelope at the top right corner of your forum page.

       

      I will be in touch soon. 🙂

       

      Thanks! 

    • Melissa_F's avatar
      Melissa_F
      Moderator
      4 years ago

      Hi i_cola,

      We're currently investigating the issue you're having and would like some further information please.

      Could you let me know the following:

      • What device you're seeing the issue on?
      • Device browser and version
      • Are you clearing your cache/cookies as this will mean a new device will register every time?
      • When has this started being an issue?

      Thanks

      Melissa

       

      • i_cola's avatar
        i_cola
        Joining in
        4 years ago
        Chrome Version 91.0.4472.114 (Official Build) (x86_64)
        MacOS 11.2.1 (20D74)
         
        Was having 'This channel won't play' message every other day or so... followed advice to clear cache etc. but ran out of device registrations. Tried using Firefox earlier this month but its default is to clear cache etc. after each session so same issue. Issue (Channel won't play) has started this month but I've been watching the Tour de France so I'm using more than normal.

        I'll keep closer track of use / won't play to see if there's a pattern.

        Once my devices have been reset I'll probably use Firefox (with cache clearing turned off) as it's better for muting individual tabs etc.
  • 635D's avatar
    635D
    Joining in
    4 years ago
    im having this issue also maximum devices reached , i just changed to firefox but cant work this out , also i had sorry not available message when trying to watch bt sport 1 other day ?
    • Serena_C's avatar
      Serena_C
      Forum Team (Retired)
      4 years ago

      Hi 635D,

       

      Welcome back to our Community Help Forum 🙂

       

      Sorry to hear you have also reached the maximum number of devices for TV Go. I would love to reset the number of devices for you and take a look at the issue you experienced watching BT Sport 1 too.

       

      I shall send you a private message now to obtain the details required, please look out for the purple envelope in the top right corner.

       

      Kind regards,

      Serena

  • Royceston's avatar
    Royceston
    Joining in
    4 years ago

    Hi, I have 4 Google Chrome devices (plus my iPad) listed. This has been the case for over a year, but I've never got round to asking Virgin to reset them (mostly because I don't want to queue on the phone for ages, but it would good if a VM employee could help me on here).

    The problem is caused by my MacBook Pro and/or Asus Zenbook (Windows 10). I've definitely cleared out cookies a few times on both machines in the last year or so, but it's not something I do regularly.

    Incidentally, I don't understand why I never have any info or option under the "Can be replaced in" column. It's just blank. Is this normal?

    Thanks for any help.

    Matt

    • Zak_M's avatar
      Zak_M
      Forum Team (Retired)
      4 years ago

      Good morning Royceston 

       

      Welcome back to the forums and thank you for taking the time to post.

       

      I am sorry to hear that you have had some issues with your sky sports pass. 

       

      I have reset both your virgin tv go & your sky devices.  Hopefully this will resolved your issue. 

       

      Kind regards,

      Zak_M

  • Roomster's avatar
    Roomster
    On our wavelength
    4 years ago

    Hi, I have no problem with my phone or tablet, both on Android, but my laptop since I did an up date has started to register each log in. I did put a speed dial on Opera, which I see now is not advisable. Could I have a reset and advice on the best to log in as you also say Chrome can be an issue.
    Thanks.

    • cbzcbz76's avatar
      cbzcbz76
      Joining in
      4 years ago
      TV go device registration full

       

      Hi,

      Our device slots are full again and therefore need clearing. Could someone clear these devices please?

      We have been using Chrome incognito as advised by VM so that we can watch live tv via tv go.

      Thanks in advance

      Carl

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        4 years ago

        Hi there cbzcbz76

         

        No problem I'd be happy to help! 

         

        I'm going to send you a PM now so we can arrange this, please keep an eye out for the purple envelope in the top right corner alerting you to a new message.

         

        Thank you. 

  • spressy's avatar
    spressy
    Dialled in
    3 years ago

    The problem started a few weeks ago.

    I do not clear the cache.

    I always use Chrome.

    Windows 10 latest updates, Google Chrome latest version.

    Happens every time that I log in to use the app.

    • Roomster's avatar
      Roomster
      On our wavelength
      3 years ago

      Hi  spressy I now use the Silk browser and touch wood have not had a problem for months. 

  • Steven_L's avatar
    Steven_L
    Forum Team
    3 years ago

    Thanks for confirming that spressy, I have now reset your TV go app, please can you now try to login and setup your devices again.

    Please let me know if you have any further issues.

    Regards,

    Steven_L

    • spressy's avatar
      spressy
      Dialled in
      3 years ago

      Dear Steven-L,

      Thanks for resetting my TV Go. All seems fine now, I couldn't access Sky sports from the app but have seen that there has been an outstanding fault

      for that in my area. (Still to be resolved)

      I tried turning off my PC (Desktop) which was the troublesome computer and on switch on again, I am not experiencing the register the device screen!

      Thanks Again   Kind Regards  Spressy.

      • Steven_L's avatar
        Steven_L
        Forum Team
        3 years ago

        Thanks for coming back to us spressy and I'm glad that the reset of your devices has let you get into the TV go app now, please let me know if you have any further issues?

        We have more information on the issues with the Sky Sports app and site, this can be found here. 

        Regards,

        Steven_L

  • robgibbens89's avatar
    robgibbens89
    Joining in
    3 years ago

    Hi,

    This week i've been logging on to the virgin tv go app to watch the test cricket via my windows surface pro and each time it has asked me to register a new device as the maximum number of devices had been reached. THis has happened three times this week and now i've tried to log in again with the same message although now i cannot register this device again as i've done it too many times. 

     

    I have not cleared my cache/cookies this week. I don't get it. CAn you please reset the maximum number of devices or help me out here? I would expect my device to be remembered. I didn't have this issue with a previous laptop. 

     

    THanks in advance

    • robgibbens89's avatar
      robgibbens89
      Joining in
      3 years ago

      Here's a screen shot for reference... And i'm using google chrome. 

       

    • Roomster's avatar
      Roomster
      On our wavelength
      3 years ago

      Hi Rob, I use the same device and now only ever use Edge to watch TVGo. After many months I've had no more problems. 

      You'll need a Techie to reset you though.

       

      • robgibbens89's avatar
        robgibbens89
        Joining in
        3 years ago

        Thanks Roomster... waiting for a tech to reply. Will they do this today? Keen to watch the cricket

  • PeteMead's avatar
    PeteMead
    Dialled in
    3 years ago

    Been having this problem now for a few weeks. Not working on Chrome (Windows 10), works fine on tablet (Android Version 10) but not sure about other browsers as I cannot change device to find out!

    Not cleared cache for sometime now so that is not an issue and  device management shows 3 duplicate registrations for Chrome with no changes allowed for another 8 days.

    Please reset changes so I am able to watch cricket. 

     

    • Roomster's avatar
      Roomster
      On our wavelength
      3 years ago

      Hi Pete, I had just the same problem and only using the MS Edge browser has cured it for me. A techy will need to reset you though. 

       

      Roomster.

      • PeteMead's avatar
        PeteMead
        Dialled in
        3 years ago

        Thx, will probably switch to Edge once it has been reset, hopefully soon