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Briancowley1's avatar
Briancowley1
Tuning in
12 days ago

Virgin (don’t) Go

Does anyone know how to get this in front of someone at Virgin 
there is no email address and the web form doesn’t work

Subject: Feedback on Sub-Account Restrictions in Virgin TV Go

Dear Virgin Media Team,

I’m writing to express frustration and concern over the current handling of sub-accounts and access to the Virgin TV Go app.

After spending a significant amount of time attempting to set up access for a family member using a sub-account—something that seems entirely reasonable within a household—I discovered that sub-accounts are not permitted to log in to Virgin TV Go at all.

This approach is, frankly, outdated and user-unfriendly. In 2025, many streaming services support household accounts with tiered permissions, profile-level control, and clear device management. Virgin’s insistence on restricting access to the primary login only is:

  • Less secure (as users are forced to share full account credentials)
  • Less auditable (no way to track who is watching what)
  • Less convenient (impractical for legitimate household use)

I urge you to reconsider this setup and introduce limited-access sub-accounts or household profiles that allow access to Virgin TV Go with proper parental controls and restrictions. Doing so would align your service with modern user expectations and improve both usability and account security.

I hope this feedback is taken seriously and passed to the appropriate team for review. I’d appreciate a genuine response beyond the standard boilerplate.

Kind regards,

Brian Cowley

5 Replies

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  • Briancowley1's avatar
    Briancowley1
    Tuning in
    11 days ago

    Wow that web form actually works. It didn’t offer the relevant options but it works. Maybe that’s the secret one because the one that is linked to from the website that my phone opens comes up with an error message saying oops something went wrong at our end, please try again. 
    it’s no wonder that virgin media is consistently rated as having the worst customer service of any ISP when any means of contacting a person is obfuscated behind broken websites and dead end links.

    And the alleged customer service occurs through user forums  you effectively shout your frustration into the wilderness and receive a chorus of echoes of me too.

     

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      11 days ago

      I told the VM forum team about the broken link on here a fortnight ago and sweet FA has been done about it. 

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      9 days ago

      Hi Briancowley1, thank you for your posts.

      We're sorry to hear you feel this way about us 😔

      In order to discuss this matter with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      Regards,
      Daniel

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    11 days ago

    The restrictions are unlikely to change. Most other “streaming” services own all their own content. VM is not a streaming service as such. They are a reseller of content from other sources, be they streaming services or channel broadcasters. These all have separate agreements with VM, that are tied to a customer having an installation at a single address, & therefore a single account.