Forum Discussion

SvenCol's avatar
SvenCol
Joining in
2 years ago

Virgin TV Go App asking to register same device every time

I have Virgin TV Go App installed on my Windows 10 laptop which is already a registered device with my virgin account.

Every time I try to watch live TV through the APP it asks me to register the same device (i.e. replace a device) - I now have this same device 3 times in my list of 5.  Plus it is using up one of my 3 changes allowed every time meaning I can't now change for a month.  Upshot is I can't watch live TV.

I stress that I am using the TV Go APP - not via a browser.

Is there a fix for this as I am sure it has been experienced by others?

Thanks

Sven

17
  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 years ago

    Hi SvenCol 👋
    A warm welcome to our Community Forums and thanks for your post.

    I am sorry to hear you're experiencing some issues with TV GO. 

    Usually, the only time, it would result in multiple registrations and the possibility of using all of your permitted changes is if you clearing cache and cookies.

    I can reset your registered devices for you.

    Will pop you a PM 📩 now to assist further. 

    Hope to hear from you soon!

     

     

    • madheaduk's avatar
      madheaduk
      On our wavelength
      2 years ago

      I have the same problem all devices used up and now have to wait until 26th november !!

      Can you please reset my devices? This is so annoying....

      • Lee_R's avatar
        Lee_R
        Forum Team
        2 years ago

        Hi madheaduk thanks for posting and welcome back to our community.

        Sorry to hear that you're having issues when attempting to use our TV Go service. I would like to help with your request. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R

    • Sdfitz's avatar
      Sdfitz
      Joining in
      2 years ago

      Hi. Please could you reset mine as mine is doing the same and it is saying I can't use it till 1st December

       

      • js2910's avatar
        js2910
        Tuning in
        2 years ago

        HI 

        js2910 here.  email : removed

        I have the same problem and have been trying to get the Community to reset the erroneous registrations ,

        Can you please reset registrations for me?

        Thank you.

         [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

         

    • krisbirdsall's avatar
      krisbirdsall
      Joining in
      12 months ago

      Hi

      This happens to my system too, I now can't use my live tv app, how do i stop this from happening in the future, 

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 years ago

    Thanks for your time via PM SvenCol 

    The registered devices have now been reset.

    Let me know if you encounter any further issues. 

     

  • Leonk10's avatar
    Leonk10
    Tuning in
    12 months ago

    I get asked to register device every time too, but it doesn't use up another slot. How do I fix that? Using the app on Galaxy S24

    • Molly_T's avatar
      Molly_T
      Forum Team
      12 months ago

      Hi Leonk10 👋 welcome back to the community! Thank you for joining this thread and raising your concerns. 

      Would just like to be completely clear about what your issue is here - have you run out of available slots to register the device? 

      Or are you concerned you are not being notified that a device slot is being used?

      You can find more information about using TV GO here 👉 How to use Virgin TV Go app | Virgin Media Help . If  you need us to manually reset the devices for you please let us know and we can send you a PM to confirm a few account details and offer help. 

      Wishing you all the best. 🌞

      • Chelle77's avatar
        Chelle77
        Joining in
        12 months ago

        Hi

        I am also having the same issue. I've only use 2 out of the 5 devices available. But still using the same device. 

        Please help.

        Kind regards 

  • fletch26's avatar
    fletch26
    Dialled in
    12 months ago

    Hi, I’m also having the same the exact same issue.  Please can you DM me too.

    Thanks, Mark

     

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      12 months ago

      Hi fletch26 👋.

      Thanks for reaching out to us. Apologies for the issues you are having with the TVGO app, we are aware of the issue and currently working on a fix to resolve this for you. 

      Thanks

      Sabrina

  • krisbirdsall's avatar
    krisbirdsall
    Joining in
    12 months ago

    Hi

    This happens to my system too, I now can't use my live tv app, how do i stop this from happening in the future, also can my devices be rest

    Thanks,

  • Coye's avatar
    Coye
    On our wavelength
    12 months ago

    Yesssssssssssssssssssssssssssssssssssssssssssssss people are having issues all they say we can reset device its pathetic I am one who has had this issue for 6 weeks now they have not  got a clue same old questions and answers Ive tried app and desktop same issue  and what do we get  ?? we can reset just going round in circles I wonder if we missed a bill payment they would be on to us very quickly      

  • Willo_MW's avatar
    Willo_MW
    Joining in
    12 months ago

    Same

    here please..... can you reset my devices ? Also, how do we stop this happening in future ?  I have not cleared my cache etc as someone originally responded.... thanks

    • Steven_L's avatar
      Steven_L
      Forum Team
      12 months ago

      Hey Willo_MW,

      Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with the TV go app at the moment, we can send a private message over to take some details and get your devices reset. Please look out for my message and we can get started.
      Kind Regards,
      Steven_L

      • ModTeam's avatar
        ModTeam
        Moderator
        11 months ago

        Hi All, 

        We just wanted to update you to let you know that this issue is now resolved. Now that a fix has been implemented it may ask you to register your device one last time, however moving forward you should not be asked to register this again. 

        If you do experience any further issues, please let us know. 

        ModTeam

  • Msmiffy's avatar
    Msmiffy
    Joining in
    11 months ago

    I don't think it is fixed. I still get the same "please register this device" when using my laptop and either Chrome or the Virgin TV Microsoft store app. Issue first raised on this forum in Sept 2023 and 9 months later it's still causing problems.

  • Matt181170's avatar
    Matt181170
    Joining in
    9 months ago

    Hi

    This issue is happening to me as well. Every time I use my laptop I have to re-register it even though I use the same browser, don’t clear cookies, etc.  So now I have used all my device slot changes for this month. Can you please reset this so I can register my device again? Also why would this continue to happen?

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      9 months ago

      Hi Matt181170 👋.

      Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are facing with your registered devices for TVGO, so that we can assist you, we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

  • WrightHouse's avatar
    WrightHouse
    Joining in
    3 months ago

    Hi gang- my son is having this exact problem on his Samsung S22. Has anyone got a work around on this please?

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      3 months ago

      Hi WrightHouse,

      Thanks for posting and welcome to our community 😊

      Sorry to hear you're having some issues with TVGO, this usually happens when the browser cache and cookies are being cleared.

      So I can help I've popped you over a private message.

      Alex_Rm