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. 

[Davidchalmers]

hi Rob, I’m sorry but that’s not good enough. You guys promised the earth when I left sky and this issue is not a new one looking back at the forum. It’s awful service. Can someone contact me regarding an official complaint as this is not what was sold to me!! 

[Lisa_CC]

Hello Everyone,

We're aware that some of you are unable to download content via the TVGo App. We've been speaking to our Product Team since the issue was first raised and the latest update is that a fix is expected mid October. We will update this thread if this changes and thank you for your continued patience.

[Prkendrick1]

Will you also be telling us what compensation is being offered after the ability to download hasn’t been available for over 6 months!!!

I was offered a paltry £10 account credit by one of your customer service advisers in August - and to make things worse it was never applied. 

My faith in this being fixed in October is non existent because all I have seen from Virgin is lies to fob customers off and keep taking money without delivering advertised services. 

[John_GS]

Hi @Prkendrick1 

Thanks for posting and welcome back to the community.

TV GO is a free of charge application so I'm afraid would not meet requirements for compensation to apply 👉 virg.in/autocomp explains more.

Best wishes.

[Jonathan_J]

Hi,

is there any update on when the fixed version will be released?

Also, I presume there will be an internal investigation on how this ticket has been handled?  Some of the reponses received asking for information that has already been provided, and the refusal to acknowledge that there was an issue were extremely frustrating.

I work in a customer experience environment so happy to offer any advice.

Kind regards,

Jonathan 

[Morte]

I think you will find there was nothing unusual in the way Virgin handled this issue

[Ratty7]

I see this issue is over a year old but you’re still advertising it as an incentive, so in your (personal ?) opinion you may not regard it as a matter for compensation but you’re in breach of advertising standards for forward customers and failing to supply as advertised for existing customers. To give this reply without even an apology is an absolute joke

[BEEFY71]

Any solution for this yet? It's been on going for months.

[Alex_RM]

Sorry for this BEEFY71, we're currently still investigating. 

Alex_Rm