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

Prkendrick1
On our wavelength

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. 

145 REPLIES 145

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.

KD64
Tuning in

A further update. I called VM yesterday to discuss my contract which is due to expire early July. I mentioned these issues and the fact a ticket was going to be raised by VM a few weeks ago. Unless these tickets are raised on a separate system, the person I spoke to said no ticket had been raised on my account. Says it all really. He very kindly raised a ticket yesterday. Let’s see if anything happens. At this rate there is a very good chance I would have left VM before this is resolved.

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, 

Kath_F
Forum Team

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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. 

We can appreciate the frustration caused by this ongoing issue and the delay in getting this resolved for you @KD64 

The team will be working hard to get this sorted as soon as possible for you. 

 

We'll post back here with any further updates. 

Here to help 🙂
Virgin Media Forums Agent
Carley

maxal
On our wavelength

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.