Forum Discussion

fiiiield's avatar
fiiiield
Tuning in
2 months ago

VIRGIN TV GO HELP

Does anyone know the fix for when on tv app or online watching any channel plays sound but says "sorry we can't play this at the moment 0"

 

Many thanks

tvgo

8 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi fiiiield, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with playing content via TV Go. We'll need to ask for some additional information so we can help further. Can you please let us know the following?

    • What device are you using and what OS is it running? 
    • What browser are you using? Do you use other browsers on the same device from time to time or only this one?
    • Have you deleted any cache or cookies on the browser? 
    • Are you using a device that's already been registered?
    • What content are you trying to view?

    Pop back and let me know so I can help further. 

    Thanks, 

    • Goodacres's avatar
      Goodacres
      Settling in
      14 days ago

      Exact same issue here. "Sorry we can't play this at the moment 0" - Sound plays, no video.

      Windows 11 - Surface Pro
      - All windows updates up to date
      - All drivers, including graphics up to date
      - Tested on Chrome / TV GO Chrome app / Edge - all same issue
      - Cleared cache / rebooted etc.
      - Happens on all live channels
      - Used to work on this device
      - Reregistered device, same issue
      - Works on mobile phone fine with no issues

  • fiiiield's avatar
    fiiiield
    Tuning in
    16 days ago

    I try to stream via computer using google chrome and app ive tried clearing data cache and cookies and installed latest version of app but still says same message i get sound but no picture 

     

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      14 days ago

      Does this impact both Live TV (sports events etc) and normal content or just live tv? Have you had the chance to try this via a mobile device such as a phone?

      • fiiiield's avatar
        fiiiield
        Tuning in
        14 days ago

        does it to all channels and works on phone fine but pc it says that

  • Jake52's avatar
    Jake52
    Just joined
    14 days ago

    same issue as me, i have changed my browser from chrome to Edge aswell as clearing my cookies and cache and replaced my devices