Forum Discussion

Afterburner's avatar
Afterburner
Joining in
2 years ago

TVGO Device Reset

Why do I keep getting the device reset error? I am using the same device. I am trying to use the online chat but the link does not work. I see the device reset issue is a constant problem for people using TVGO. It is so frustrating that you cannot seem to fix this.

5 Replies

  • Hi Afterburner 

    Welcome to the community forums 

    Sorry to hear you're having issues with your TVGO devices 

    What error are you seeing exactly? If the issue is that it's asking you to register each time you log in with the same device, then you'll need to ensure that your cookies are being saved as when they are deleted/removed it will register your device as new each time you log in. 

     

    You can find out more information on the TVGO app and how to use it here

    • Afterburner's avatar
      Afterburner
      Joining in

      Hi Carley, thanks for the reply. Apparently I can add a new device tomorrow.

      My continuous issue is that I mainly use Google Chrome as my browser. I log in on Google Chrome and it works fine. Next time I log in it throws up an error and I cannot watch. So I delete the cache and it allows me to watch again.

      To get around this, I have tried using Microsoft edge, which you have to admit is awful browser and bing is a dreadful search engine. Despite having registered the exact same device again with Microsoft edge, it still throws up the maximum devices error. 

      The issue is that TVGO cannot distinguish the difference between a device and a browser and cannot also remember that I have logged on the same device with the same browser.

      Surely this should be an easy fix, as every device has its own IP address. If the IP address is a static IP then this should be the same evry time. If the IP address is dynamic and assigned by the router, then surely the Mac address should be used to identify that the device is the same device, since a Mac address is unique to every device, no 2 devices will have the same Mac address.

      It is really frustrating that this problem has gone on for years and still not been fixed.

      Reading through the forums, the only way to fix this is to get someone at virgin to reset the device list. This is easier said than done when the links on Virgin's website are broken. I manage to get through to chat via an alternative link directly through Google yesterday and shut the chat down after 2 hours as I had missed the football game I wanted to watch at my son's house.

      Just a thought, when I view registered devices, it may help if I could view the IP address that was assigned, then at least I could test if I changed my device IP to match what was registered previously, then would this work?

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

        Thanks for getting back to us Afterburner,

        Just to confirm, have you tried setting your browser to not delete cache/ cookies? 

        Alex_Rm