Can’t download on virgin go app (Under Investigation)

[Prkendrick1]

I have been trying to download movies to watch offline on the Go app but just get a message saying download’s temporarily unavailable. 

I have been trying for several days on both my iPad and iPhone. 

I can steam fine and broadband is working fine so appears an issue with the app. 

[Andybassa]

I was given UHD for free due to issues however still unable to download anything.

[Daniel_Et]

Hi @Andybassa, thank you for your post.

We're sorry to hear about the problem you're experiencing 😔

What's happening exactly when you try to download content? Are you getting the temporarily unavailable message? 

Also, what's the latest information you've been provided in terms of this being dealt with?

Regards,
Daniel

[Prkendrick1]

Daniel - all the info in the Erie has Ben given multiple times earlier in this thread. Basically we cannot download anything. We click the download button and get message that it won’t download. It’s not temporary. It’s been going in for 5 months and we were told tickets were raised in early May. Whenever we ask for any follow up or progress we are only told it’s still being looked at. 

[Morte]

Oddly if you delete the app and then reinstall you receive a banner telling you how brilliant the download process is when it's been broken since at least April.

[Paulina_Z]

Hi @Prkendrick1,

Thanks for coming back to us about this issue. Can you tell us if this issue is active across multiple devices?

If so, which devices have you tried please?

Thank you.

[Prkendrick1]

Please go back and read through this thread - it gives all the details of the issue which we have reported multiple times!!

we can’t download anything in the app - IPhone or iPad version. 
 Tickets have been raised 5 months ago and no updates or action by Virgin. 
Complaints raised and I was promised a call back yesterday which didn’t happen!

[Morte]

I suppose that's because they have not taught the AI system to read previous

posts . That's the only explanation I can think of for the repetertive nature of the questions and answers given.

[Kain_W]

Sincere apologies for the issues faced Prkendrick1,

Given the ticket raised, when was the last update that you received?

Let us know,

[Prkendrick1]

I asked 2 weeks ago and was told still being g worked on and no update. I have to say I am not convinced anyone is looking into this. 

[Beth_G]

Hi Prkendrick1,

I can see that the IT ticket has now been closed after our team have been looking into this. I'm going to look into this a bit further for you and get some more updates. I'll pop back as soon as I can when I have some more answers for you.

I am truly sorry for how long this issue has been ongoing for.