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Message 11 of 35
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Re: Can't log in to virgingo app

Take 2 :-

2019-08-21.png2019-08-21 (2).png

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Message 12 of 35
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Re: Can't log in to virgingo app

Hey Stumbler, 

So we've had a look and can you check that your device is on Windows 10 Anniversary Update version 1607 (OS build 14393) or above - it needs this for the app to be compatible with PC/Laptop you're using. 

I'd also like to advise that Sky Cinema cannot be accessed through TV GO and Sky Cinema can no longer be streamed on a PC/Laptop device. This is only available on IOS or Android tablet and mobile devices. 

I hope that helps. 

Emma_C - Forum Team
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Message 13 of 35
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Re: Can't log in to virgingo app

Hi Emma,

I'm on Version 1903 OS Build No 18362.295, as is my laptop, which I think ticks the box in that respect. Can I supply any further info to get to the bottom of this?

It's a nuisance about Sky Cinema now not being available on the PC platform. Is this likely to be a temporary issue?

John

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Message 14 of 35
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Re: Can't log in to virgingo app

Hi John,

 

Sorry for the delayed reply.

 

Have you been able to log in since posting? 

 

Regarding the Sky Cinema on the PC, this is something sadly out of our control.

 

Kind regards,

John_GS
Forum Team

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Message 15 of 35
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Re: Can't log in to virgingo app

Hi John (good name that! Smiley Wink )

Thanks for reaching out again.

Today, the TV Go app wouldn't even start. It flashed the logo page and promptly disappeared!!

I reset the app, which allowed me to start the app. However, the "Sign in" and "Register" links are still not functional.

There's nothing being recorded in the Event Log (that I can find)

I have scoured the Registry, erasing all references to Virgin TV Go (scary stuff,eh!) before reinstalling the App and no change.

My V6 box has also been rebooted.

As to the Sky Cinema, I agree Sky has imposed changes, but they are denying Virgin customers a service that they were happy to supply. I'm sure Virgin has enough legal clout to lean on Sky to effect a working solution!

Regards

John

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Message 16 of 35
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Re: Can't log in to virgingo app

Thanks for coming back to me John. 

 

Can you clear cache/cookies for me, to see if that fixes it?

 

Kind regards,

John_GS
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Message 17 of 35
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Re: Can't log in to virgingo app

John, Which browser? I run Chrome, Firefox, Edge and IE11? John
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Message 18 of 35
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Re: Can't log in to virgingo app

Just clear all cache/cookies 🙂

 

Kind regards,

John_GS
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Message 19 of 35
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Re: Can't log in to virgingo app

OK John,

I've cleared the cache and cookies on all four browsers. I've actually gone so far as resetting Chrome as clearing the cache/cookies was taking too long.

I've reset the Virgin TV GO app and restarted my PC.

No change I'm afraid, which is defying my sense of logic............

John

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Message 20 of 35
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Re: Can't log in to virgingo app

Following a diagnostic flow, you'll need to speak to our faults team on 151 // 03454541111. Options 1, 2 & 2. I've noted the account fully for you so just ask the advisor you speak to, to go off my notes.

 

Kind regards,

John

John_GS
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