Hi I've been receiving the following error on all my devices when opening the TV Go App has been happening for several weeks across several devices the App is on the.latest version and the devices are either android 13 or 14. Have tried on different WiFi and mobile networks seems like something is broken on my account, anyone experienced the same and know how do I get someone from VM to fix it!
Hi sukh187
Welcome to our community forums and sorry to hear you are experiencing this issue with the VM app. We can understand the inconvenience caused and we want to best help. Do you get this on multiple channels on the app? Do you also get the issue when accessing TV go here? https://virgintvgo.virginmedia.com/en/home Can you let me know how long this issue has been ongoing?
Thanks,
Hi so the error appears after I open the app. I've tried logging out and back in same thing after authentication. I've deleted the app multiple times and reinstalled from the play store, same error. Been going on for at least 3 weeks maybe slightly longer. As mentioned happening on multiple devices where I have been able to access the app before. Screenshot attached.
I've also just tried the link you provided and I get the same error in a different format
Yes, the silence is deafening. I suspect it needs an update to the app to clear out whatever is causing it.
Hi Eewires,
Thanks for coming back to us in the Community.
You've mentioned above that when using your iPad, it allows the log in but on the iPhone it doesn't. Can you try using the TV Go browser and see if this produces an error too? As it stands, as it's working on the iPad, it would rule out an account issue and be more likely something to do with the device.
Can you ensure your device OS is fully up to date and that the TV Go app is also fully up to date. It may even be worth deleting the app, turning the device off then back on and then re-downloading to see if this helps.
Pop back and let us know how you get on.
Thanks,
Have you seen that I've managed to fix the issue with a little push from the VM team. I deleted the app. Then I switched the phone off and on again, then reinstalled the app. It then worked. I had previously tried both steps but not in that specific order. Good luck if you've not already fixed it.
Good morning all. I too am having the same problems. I cannot access TV GO on my windows laptop, desktop, Samsung S23, Samsung Tablet or my Samsung Smart Monitor using Samsung's browser using virgintvgo.virginmedia.com . On my desktop, Win 11, I have tried Google Chrome (Default browser) Firefox and Microsoft Edge, same negative result on all. On my Samsung S23 I have unistalled the app, turned off the phone, restarted it, reinstalled the app and the same result.
Hello Kernewek
Thanks for your post and welcome back to our community.
Sorry to hear about the TV Go App not loading on any devices.
Can we ask if this has happened recently?
Have you got any 3rd party devices plugged in? For example, the Hub in modem mode and a router set up?
Are you also using the main email address that you use to log into your online account?
Do you get any error messages? If so, can you please share a screenshot.
Gareth_L
