Hi,
Whenever I try to watch a recorded show in my S22 Ultra I get the error 'Not available Sorry - we can't play this at the moment 1', please can you advise how I can fix this? I don't get this error on my Samsung Tab S6...
Thanks,
Lee
Forum TeamHi Lee,
Thank you for reaching out to us in our community and welcome, sorry to see you are facing issues trying to watch a recording Via TV Go on your S22 Ultra,
-Do you also have any issues when watching recordings on your TV box directly?
-Do you currently use a VPN or a mesh network?
-Is your box in Fast start or Active start mode at the moment?
Just let us know so we can help.
Regards
Paul.
Hi Paul,
Thanks for the reply.
I don't have any issues watching recordings directly on the Virgin box.
I have a mesh network but my wife who has an iPhone 14 doesn't have any issues watching recordings which is why I didn't think it was a network issue.
The box is currently in active start.
Cheers,
Lee
Thanks for getting back to us on this,
Sincere apologies for any issues faced poulter94, can we ask on this matter has the devices been reset previously by our team at all?
Let us know,
Hi Kain,
No they have never been reset.
Thanks,
Lee
Forum TeamThank you poulter94 and just to confirm has this device been registered to watch TV Go?
Do you still have space to register other devices?
Hi Ashleigh,
Yes the device is registered and I believe I have one slot left as I have my phone, my wife's phone and my tablet as registered devices.
Thanks,
Lee
Forum TeamThank you for getting back to us poulter94
Is this the only device that you're unable to watch recordings on?
If so, are you able to see if the device can view the TVGO on either the app or the website?
If not, please try to see if the device is able to connect when it is directly connected to the home network without any 3rd party equipment.
Hi Carley,
Yes this is the only device I'm unable to watch recordings on. I can access Virgin TVGo via the website but I can't watch recordings on the website which is the issue here.
The device is directly connected to my network and still unable to view recordings as I get the error in my original message.
Thanks
Lee
I seem to be having the same problem as this.
Recordings are fine on my phone but not on my tablet. I only downloaded the app to my tablet the other day so it is definitely up to date. And I've only ever used my phone so definitely not registered too many.
Forum TeamHello Spadams96
Sorry to hear of the TV Go issues regarding recordings, we appreciate you taking the time to raise this via the forums.
Can you confirm the following please:
Rob
Same issue here. Galaxy s24 works, as did s21 before that. Lenovo M10 tablet does not work. Get this same error. All up to date, registered device, same network, no VPN, live TV is fine, just not recordings. Diagnostics attached.
Hi
I have the same issue after changing my phone. Could anyone help please?
Thanks a lot.
Forum TeamHi ktusek 👋 Thank you for your post and welcome to the Virgin Media Community 😀
We're sorry to hear about the issue you're experiencing 😔
I can see you spoke to the team around the same time you posted yesterday. Has a resolution to the issue been provided?
Please pop back to us at your earliest convenience.
Regards,
Daniel
Hi Daniel,
I still have the issue. I was told by your colleagues to try on another device, however I won't be having access to another one for another few days. Is there anything that can be done without trying on another device?
Thanks a lot.
Kind regards,
Kristina
Hi ktusek,
Trying a different device is part of the troubleshooting and diagnostics to try and determine what the fault is exactly. This in turn helps us to determine the best fix ASAP, and if the problem is device related then one of the key ways to test this is to use a different device.
Please let us know how you get on when you're able to test one and we'll proceed from there.
Thanks,
Hello,
I have tried the app on a different device and there all works ok, I could watch both live and recorded programmes, still no change when I try to watch recorded on my phone.
Thanks a lot.
Hi Nathan,
This happens only on my Samsung S22+, so a very similar model to the original post of this thread. On the Samsung Galaxy Note 20 it works ok, as was working on my last Samsung Galaxy S10+.
Thanks a lot.
Hi,
I have had a pending software update and I have installed it and this has resolved the issue.
Thanks for your help.
Forum TeamThanks for coming back to us ktusek to let us know that your issues have now been resolved 👍
