Forum Discussion

HelpPlz's avatar
HelpPlz
Tuning in
5 days ago

Unable to sign in to Virgin go App on Samsung Galaxy Tab

Hello, just looking for some help, since Monday I've been unable to access the Virgin Go app which was working fine before, I get prompted with a blank page saying 'Virgin Media Sign in' at the top but nothing but a grey screen and nothing to see \ click! I've read some of the posts on here earlier in the week and just now (thinking it would now be fixed already) as it seems to be a problem for other people also.

I've tried clearning app cache, browser cache etc, full reboot but same problem. I then reinstalled the app and it makes no difference. I have created an VMo2 ID and I can sign in fine with that from my PC browser but I want to use the app on my tablet (for mobility purpose and the screen size etc).

Could someone please advise how to fix the issue with the app since the authentication change on Monday? Being able to use the app is part of the package I'm paying for and one of the reasons I chose to renew with VM instead of moving elsewhere a couple of months ago. 

The issue is now not resolved for over 7 days and the mobile app is part of service we're paying for...

Is this an issue with certain Andriod versions, missing extensions etc? 

Thanks!

8 Replies

  • HelpPlz's avatar
    HelpPlz
    Tuning in
    4 days ago

    Just to add, I realised maybe my mailbox is deleted or disabled but the Virgin Media ID was still active as I was using it to login to VM portal before last Monday with no problem. So the ID exists and it also found my VM contract when I linked it to my VMO2 ID account. Still trying to add Gmail but when I click 'verify it was me' then the option to recognise the link it says it's expired again almost immediately after it has been sent.

    • HelpPlz's avatar
      HelpPlz
      Tuning in
      4 days ago

      To add a final comment tonight, I tried to instead create a new VMO2 ID with a yahoo address I own and then link my Virgin account to that, however, it states it will send an email to my virginmedia.com address to approve the transfer (which I can't access) so can someone from the forum support team please guide me in how to access my virgin media email account as when I try to do it when logged into the VM portal it says 'unavailable' as account might be disabled or no longer active but I use it regularly to sign in, so I'm not sure if that is just the 'mailbox' associated to my user ID which is disabled,as the account logs in ok to VM portal?

      I tested just now and I am able to login to the Virgin TV Go app using my VMO2 ID when I try to access from my mobile but it still wont work on the 2 Samsung Galaxy tabs we have, even after full uninstall, reboot, clearing browser cache etc. app permissions etc match on Samsung to working mobile phone. 

      • HelpPlz's avatar
        HelpPlz
        Tuning in
        4 days ago

        Update - I now understand I incorrectly used my @virginmedia.com address (which I thought still existed) when registering my VMo2 ID on Wednesday but as I have associated my VM account to this VMo2 ID, I'm now unable to 'transfer' my account to the new VMo2 ID I've created tonight (using my yahoo address instead) as it's sending the confirmation email to the virgin address I can't access! Could someone please unlink the association to my account from the @virginmedia.com address so I can link it to my yahoo address instead? This is the help I now need, thanks...

  • HelpPlz's avatar
    HelpPlz
    Tuning in
    4 days ago

    Thanks for sharing. I think the problem might be miy vriginmedia email address I used when registering for the My VMO2 ID, I just selected that as I knew it existed as part of my package but I don't normally use that email address. As it was unique I thought I would use it, however when I try to access my email using the quick link it states mail is currently unavailable because either the account is locked or does not exist any longer. Now I'm trying to register an alternative email address against my new VMO2 ID to see if this helps, however, the link comes to my gmail account and when I click it to 'verify' it says the link has expired even though I'm doing with within 60 seconds! So still unable to login to apps.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    4 days ago

    Firstly I used to sign into My Virgin Media and VM TVGo using my virginmedia.com email address, up until Monday when I set up VMO2 login and used my sky.com email address. Since then I sign into both apps using my sky.com email address.

    I have a number of android devices including a Galaxy Tab A8 (SM-X05) running android 14 One UI version 6.1.  Also an Honor Pad 8 (HEY-W09) running Android 12. and an Honor Magic V2  (VER-N49) running Android 15.  I have Virgin TVGo version 5.19.11909+19150 prod installed on all three devices.

    Following setting up the VMO2 login I had to sign into VMTVGo  on my android devices by entering the sky.com email address, the email address was recognised however then I saw an onscreen message that my passkey wasn't verified and I had to either try again, or choose another way to verify.

    I clicked on Verify another way (the link was just below the blue Try again icon) and an onscreen message indicated a verification link had been sent to my sky.com email address.

    When I opened the email sent to my sky.com email address  I had to click on a blue Verify it's me icon.  After clicking on that a browser window opened on my PC and I then clicked on a blue I requested this link icon. Then another browser window opened titled Finish verifying your email address. I then clicked on the Verify and continue icon in the browser, and TVGo opened up on my android device.

    Please note the emails and browser links are only valid for 10 minutes, and be sure to check your spam/junk folders in case the emails aren't showing in your inbox.