Everything I try to downloads fails.
I have tried A Town called Malice again (Sky Max), Death Pursuit (Sky Cinema), Judge Rinder’s interrogation secret (Crime & Investigation) and Princess Margaret a scandalous affair (Channel 5), black phone, maverick, matrix, dig. All came up with the message failed to download and show as not available within downloads
I have tried on both iPhone 14 and IPad both running latest iOS (16.4.1).
I am on latest version of Virgin Go app and have tried several times removing and reinstalling.
the error message is shown in images attached.
Hi Prkendrick1,
Thanks for coming back with the further information requested. I just need to add your account details to this to create a ticket now but I have been unable to locate you on our systems using your forum credentials. 🙁 We will need to confirm that with you in order for us to proceed.
I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
Thanks,
Hi Kath,
Do you have all my account information in order to create a ticket. Thanks.
Best Regards
Ken
Hi Ken,
Thanks for coming back to me here. I was able to get your account information based on your forum credentials so have everything I need for this 😊
I have raised tickets now for both you and Prkendrick1 and these have been escalated directly to a contact I have in the TV Go team. With it being a bank holiday weekend, there may be a delay in coming back to you but once I do have any update - I will let you know.
Many thanks,
Thanks for coming back to me Kath and escalating the issue internally. I really hope VM can resolve this soon because it’s incredibly frustrating not being able to download anything.
I appreciate there could potentially be a delay before the team responds due to the Bank Holiday.
Best Regards
Ken
I am having the same issues. I was able to download Rookie episodes but now it says paused and then unavailable. I’ve tried more than 5 different programmes.
Im not sure what else Im supposed to do???
Hi starframe18, thanks for the message and sorry to hear that you are having issues with the TVGO service.
Can you confirm if you are having this issue via the browser?
Does reinstalling the app change anything?
^Chris
Do you have any further updates please Kath. Another week has gone by and this still hasn’t been resolved. As I have said before this is really poor from VM TBH.
Thanks.
Regards
Ken
@John_GS. Why don’t you do your job! Read back through this thread and you will see both myself and @kd64 have given this info. We were told tickets had been raised and issue escalated - but Virgin are proving incompetent and can’t sort it out or bother replying.
Please read back through the previous messages in this thread to find all the info needed. You should be able to find the tickets raised ( if they were raised) and then please give us an update.
You said it all prkendrick1. It’s a typically shambolic answer from VM. I’m unsure if they cannot fix it and therefore just keep playing for time by asking us the same questions again or, if they are just not bothered. My contract is up in early July and at this rate I’m unlikely to renew. Let’s see if you get an answer to your reply.
Good Morning Prkendrick1, thanks for coming back to us.
I understand that you're currently within a private message conversation with one of my colleagues.
Please liaise with them for any updates on tickets that have been raised.
Kindest regards,
David_Bn
Any update please Kath. Still can’t download and it’s over 2 weeks since you raised tickets. This is so poor. Do you suggest I phone VM. If so please give me the ticket number relating to this.Thanks.
Hi KD64,
Thanks for popping back to us on this one.
There is no update on this currently. The teams I've raised this with are investigating this but these sorts of things can take time I'm afraid.
As promised, as soon as I have an update, I will let you know.
As I'm dealing directly with the specialist team, it's unlikely the first line agents will have the ability to view the ticket we've raised so calling will not help I'm afraid.
I am raising any further examples as they come in too but there isn't a quick fix for this I'm afraid.
Thanks,
Thank you for the update Kath but obviously not good news. It’s very concerning this function has stopped working suddenly. Of greater concern is the fact the Technical team don’t have any indication as to what the issue is. I would be interested to know how many other people are having the same issue as myself and the other guys within this thread. I’m hoping you will have some good news for us soon.
Hi KD64,
I have the same issue.
I think I know what is causing this, as I get the same issue but only on ipad. For some reason when my last contract was renewed uhd sky movies was removed. Even though I am trying to download HD films, on the failed downloads it says uhd. So via ipad the app is defaulting to the uhd versions of films, which viegin seem to have removed from my account. So they need to add uhd back onto everyone (and why not because downloads is part of the package) or fix the app to take the HD versions.
Virgin please contact me to resolve also because we are travelling now without downloads!
Actually it's doing uhd on android also. So just bad design.
Please add me to the long list of VM customers that can stream movies on Virgin TV Go but ca not download a single movie 😢
When will this be fixed?
Hey Minhasa, thank you for reaching out and a warm welcome to the community and I am sorry you are having some issues with TV GO.
What error is it giving you?
Also some films can't be downloaded due to licencing laws.
What type of movies are you trying to download, are all the channels streaming fine? Thanks
I don't get an error just refuses to download anything from sky cinema movies
Hi Minhasa,
Thank you for reaching out to us in our community and welcome back, you are unable to download from Sky Movies, this is a restriction set by Sky, you can watch Via the App or record onto your Virgin Box.
Regards
Paul.
I am sorry but this response is incorrect. We can’t download anything. On the app it clearly shows you can download sky movies (see photo) and in virgins own app description it says you can download for offline viewing.
total incompetence of if this is true Virgin are knowingly running misleading advertising and needs reporting to trading standards as ASA!
please advise how I raise a complaint.
Hi Prkendrick1,
Thank you for the information above, now I can see what it was you were trying to download I have tried this and have been able to download it, when you are trying this are you at home and connected to our WiFi?
Regards
Paul.
I am at home on Virgin WiFi. Please take time to read this thread as I and others have answered multiple times what devices we are using and examples of what we have downloaded. Tickets are supposed to have been raised with your technical team but we are all still waiting for a solution. Can someone at Virgin that knows what they are doing look into it now please.
