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. 

[Prkendrick1]

Hi

i can stream no problems but just not download to watch offfline. 

I am on latest version of the app and have tried uninstalling and installing again. 

[KD64]

Hi there,

Further to the original issue I reported a few weeks ago I can now confirm I cannot get anything at all to Download from Virgin TV Go. 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). All came up with the message failed to download and show as not available within downloads (please see screenshot below). I was also going to try to download something from channel 4 but, every programme says only available on Virgin TV Box.

This is really poor and it’s about time TBH Virgin Media addressed this as a priority. We are not getting the service we are paying considerably for. Have been a VM customer for over 10 years now but am seriously considering moving to Sky or BT when my current contract expires in July. Come on VM sort it out please. Thank you.

BTW the latest version in the App Store is 4.34.4 and it states this is from one year ago. Is this definitely the most up to date version? I have uninstalled and reinstalled the app a number of times recently. 

[Ayisha_B]

Hello,

I will pass this info to my colleague and come back to you with any updates.

Cheers

[KD64]

Hi there,

Any updates please in respect of this. I’m still having the same issues. Thanks.

[Joseph_B]

Hey @KD64,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear that you are having this issue, would you be able to confirm for us what it is your trying to download and what its saying when you do so?

If possible could you also provide us a screenshot of what it shows.

Thanks. Joe

[Prkendrick1]

 

Joe - you want want to read the whole of this thread. You and your colleagues keep asking what we all trying to download and we keep giving answers -  it basically nothing downloads! We have shared screen shots of error messages (and have included again). There are several threads with people having this same issue with Virgin. Can somebody at Virgin show some initiative and sort this out and advise users what to do! 

 

[Kath_P]

Hi guys, 

Thanks for continuing to post on here and apologies for any confusion caused. 

I have raised this with the relevant teams and they are looking in to things. There is no update at this time but once I have one I will post back here. 

With it being the bank holiday it will take longer than usual for a response. 

Rest assured - I've not forgotten about this and as soon as I do have a reply then I will come back and let you know. 

I appreciate your patience. 

Many thanks, 

[Kath_P]

Hi @KD64 and @Prkendrick1, 

Thanks again for your patience on this one ⭐

We need a bit of information so this can be raised further. I know you've both provided some of it already but it's across different posts so please reply with everything in the one reply so we have all the information in one place. Can you let me know the following please:

• What is the Make & Model of your device?
• What operating system are you using?
• Can you confirm the app is the latest version and there are no updates in the Playstore/App Store to run?
• Please give 5 examples of programmes you are getting the error with.
• Please provide a screenshot of the error you are getting.

Once I have this information, I can then raise this further.

Many thanks, 

[Prkendrick1]

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. 

 

  

[KD64]

In relation to your questions above please see below

1. IPad 6th Generation
2. iPadOS 16.4.1 (Latest version)
3. 4.34.4 (Latest version according to Apple Store)

   4 & 5. Have re-confirmed below the issues I reported previously, along with the same screenshots. The situation is still the same BTW.

I have tried to download 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). All came up with the message failed to download and show as not available within downloads (please see screenshot below). I was also going to try to download something from channel 4 but, every programme says only available on Virgin TV Box.