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. 

[Daniel_Et]

Hi @Prkendrick1 and @KD64 👋 Thank you for your responses 😀

We will make sure this is raised further and keep you updated on the situation.

Again, thank you for your patience on this.

Regards,
Daniel

[Kath_P]

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,

[KD64]

Hi Kath,

Do you have all my account information in order to create a ticket. Thanks.

Best Regards 

Ken

[Kath_P]

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, 

[KD64]

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

[starframe18]

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???

 

[Chris_W1]

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 

[KD64]

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]

Hi @KD64 

Can you confirm the below please;

* Make and model of the device you're using
* What OS is being used on the device
* Name of the show and channel you're trying to download

Best wishes.

[Prkendrick1]

@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.