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js2910's avatar
js2910
Tuning in
2 years ago

Virgin Go

Hi 

I had a problem a month or two ago with Virgin Go making me sign in every time I watched a programme. After several sign in's I was blocked because I had used up the 5  sign in's.  All that time I only ever used my Microsoft PC to log in ....never on any other device.

The problem was eventually sorted after a while and it has been ok until now.

In the last couple of weeks V Go I am having to sign in the same device (my PC) each time I try to watch a programme. I am still only ever accessing V Go with my PC.

I have deleted 2 of the 4 registered PC settings but V Go now shows that I have only 1 of 3 changes able to be made in future so I very soon will be blocked again.

What is going on with Virgin Go.

I am a very unhappy customer paying a lot to get poor service.

Can somebody tell me what the problem is every time I log into V Go with my one and only PC device.

Thanks

JS2910

JS2910

 

In the last couple of weeks 

18 Replies

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  • Hosay299's avatar
    Hosay299
    Fibre optic
    2 years ago

    What brozwer are u using to access it i use google chrome 

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for your post on our Community Forums, and welcome back Hosay299.

      Can you please confirm if you've attempted to use an alternative browser, such as Google Chrome to see if the issue repeats itself?

      It may be a case of clearing cache on the browser either before use or after.

      We would however recommend using our application where possible to view your TV subscription to avoid potential duplicate log ins.

      Thanks,

      David_Bn

      • js2910's avatar
        js2910
        Tuning in
        2 years ago

        Hi

        I have just tried to access V Go in Chrome and the same thing happened. It asked me to register my device before watching. My device is my PC which is already registered as "My Computer Edge"

        I currently have two devices registered:

        1. My Computer Edge

        2. My Iphone which I never use to access V GO

        The Device Management section now says I have 1/3 opportunities to register another device having deleted 2 of the previously registered "My Computer Edge" devices.  If I do that I will be frozen out again same as last time a few months ago.

        Don't understand what you mean by "We would however recommend using our application where possible to view your TV subscription to avoid potential duplicate log ins."  I currently log in with a V Go icon on my PC.

        If you check you will see that I had the same issue a couple of months ago, where I was frozen out after registering "My Computer Edge" device several times.

        Why does this continue to happen.  I know I am not the only customer with this problem

        Virgin Media should have been able to fix it by now since it has been running for a long time.

        Please get your technical people to fix.

        Thanks.

        js2910

         

  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)
    2 years ago

    Hi JS2910 👋

    Thanks for coming back to us, and I'm sorry to hear you're continuing to face the issue. For clarity, do you have any software or settings on your computer/browser that clears the cookies of your device when turned off, or when the browser is closed?

    Please ensure you’ve got cookies enabled in your browser and that virginmedia.com is listed as a trusted site.

    TV:GO uses Cookies to authenticate and verify your device each time, so if these are being reset, then you will be required to re-register the device each time. Other browser services such as Incognito will also require your device to be re-registered

    Thanks,

    • js2910's avatar
      js2910
      Tuning in
      2 years ago

      Hi

      Cookies are not set to clear when PC is turned off.

      Incognito is not used

      JS2910

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        2 years ago

        Hi js2910 👋.

        Have you attempted to try the app on a tablet or mobile device to see if it saves as a registered device, this will help us determine more Information towards the problem. 

        Thanks