Forum Discussion

jampet's avatar
jampet
Tuning in
2 months ago

Virgin TV Go

I am trying to use Virgin TV Go on my iPhone and every time I login it asks me to register my device which I do. It then works but next time I login it does the same. Hence I get 3 gos per month and then I can’t use it. 

I have an iPhone 15 plus running IOS 18.3

I use the Virgin TV Go app, all settings/permissions are enabled and the app is up to date. Here are the diagnostics:

Build: 5.15.10710+16106
Device: iPhone15,5
OS: iOS 18.3
Video Player: Unknown
Conviva: 4.0.41
Connection Type: WiFi - (N/A)
Customer HH: 131783464_gb
Mqtt Broker Status: CONNECTED
REMOVED
CPE 1 ID: 3C36E4-EOSSTB-003722701400
Mqtt Cpe Status: ONLINE_STANDBY
CPE 1 IP: 192.168.0.62/255.255.255.0
Last MQTT status check: 2025-02-12 22:05:38 GMT+00:00
CPE 2 ID: 000378-EOSSTB-004176098608
Mqtt Cpe Status: ONLINE_RUNNING
CPE 2 IP: 192.168.0.55/255.255.255.0
Last MQTT status check: 2025-02-12 22:05:38 GMT+00:00
OV: 4.2.33
OV Engine State: AUTH_FAILURE
OV Device Name: 20F7D63C-7319-45AD-B62A-0D8A2FFA8787
OV Power Status: OKAY
OV Network Status: OKAY
OV Disk Status: OKAY
OV Download Enabled: true

This is very annoying. Please help!

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  • Beth_G's avatar
    Beth_G
    Forum Team
    2 months ago

    Hi jampet

    Thanks for your post, welcome to the Community Forums.

    I'm sorry to hear that you're having issues with TV Go where you're having to keep registering your iPhone. Thanks for posting all of the diagnostics. 

    Do you have any other devices that you use for TV Go that experience the same issues at all?

  • jampet's avatar
    jampet
    Tuning in
    28 days ago

    I have 3x ipads and 2x iphones registered. The 3x ipads all work ok but both the iphones have the same issue. 
    i have just retested my iphone. It asks me to register and then plays fine while in the app. If i exit the app, stop it running and then relaunch it, it asks me to register again. I can only do this 3x times per month or i reach the change limit. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      27 days ago

      Hi jampet, 

      Thanks for coming back to us on this one.

      Usually, it will only ask you to re-register the device if you've not saved or allowed cookies. The app depends on this to be able to recognise the device. It's worth checking your device to ensure there isn't an auto-delete/forget on the cookies.

      Are you able to access TV Go on the device now or do you need your device limits reset?

      Pop back and let us know.

      Thanks, 

  • jampet's avatar
    jampet
    Tuning in
    20 days ago

    Hi Mark,

    I do understand and it used to work ok but not now. I have checked the app settings and everything is allowed. There are no cookie settings as such as this is an app and not a website. 
    I only have one charge left this month. Can you please reset so I can try to change some settings to get it to work. 

    • Molly_T's avatar
      Molly_T
      Forum Team
      18 days ago

      Hi Jampet 👋 Thanks for getting back to us! 

      I will send you a PM to offer further support in re-setting the devices for you. 

      You can find this in your Inbox 📩 in the top right corner of the page. 

      Thanks for your patience in the meantime! 🌞