Forum Discussion

jimmymac1987's avatar
jimmymac1987
Joining in
2 years ago

Virgin TV Go keeps un registering the 1 device i use now it's locked out]

Same device keeps saying needs registering

  • Hey jimmymac1987, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

    Have you got over the device limit at all?

    What device is saying this and is it fully updated, is it an iPhone etc? Cheers 

    • jimmymac1987's avatar
      jimmymac1987
      Joining in

      Hi. It's a windows laptop running edge as chrome stopped working on TV Go a while ago.

      The maximum devices has obviously been reached but by the same device 3 times. The same laptop. I only really use 3 of my devices but the laptop seems to trip out every time and make me create a new slot. 

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team

        Hi there jimmymac1987 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry that you have faced this issue with your service and thank you again for posting. I am so sorry to hear that you have faced this issue with your TV Go service. I'm going to pop you a private message so we can get these device capacity reset. Can I just ask are you using an incognito browser at all when you access TV Go or have you reset cache and data after registering again?

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
         

  • japitts's avatar
    japitts
    Very Insightful Person

    jimmymac1987 

    Prior to your slots filling up and now inability to use TV Go, did each re-registration of the same device essentially overwrite the existing device and thus not take a new slot?

    And something has changed recently, stopping this behaviour and now filling up the 5 allowed slots? Are you able to access the diagnostics menu on the app and post the details up?

    • jimmymac1987's avatar
      jimmymac1987
      Joining in

      Hi. I did just copy the same device over the original device for the 3 times I'm allowed to this month. I'm not sure what diagnostic screen you are refering too I'm afraid.

       

      Nothing has changed with my device at all. I feel the password input system of the app has changed since O2 symbol was added to the login screen.

       

      • japitts's avatar
        japitts
        Very Insightful Person

        jimmymac1987 wrote:

        I'm not sure what diagnostic screen you are refering too I'm afraid.


        Load the TV Go app, follow Settings (the cogwheel in the top-left corner) > Diagnostics

  • i am having the same issue , one device registered 3 times on my 5 maximum and now nothing I can do until my time limit is up in April 

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey digrassi, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

      Is it asking you to register on the save device every time you access the app?

      Is it giving you an error at all?