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claire42
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Can't login to virgin tv go app - "sub accounts cannot sign in"

Ever since I signed up to virgin in September 2020 I have been unable to log in to virgin tv go once. I get the message "Please sign in with your main user account. Sub-accounts cannot sign in." or "sign in failed". Having attempted to contact the VM team multiple times with no success I thought I'd try here to see if anyone has any advice?

I have tried the usual "reinstall the app" or "try on another device" that VM advise - do they think I'm stupid?

I have also tried as suggested from other similar forums to create a sub account and try with that, but that seems to be another thing that VM fails to let you do now.

Has anyone got any other suggestions? I'm paying an absolute fortune to have all the sports channels and can't even access the apps I was promised when I joined!

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Steven_L
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Re: Can't login to virgin tv go app - "sub accounts cannot sign in"

Hey @claire42,

 

Welcome to the community and thanks for your post about your TV GO issues.

 

I'm really sorry that we have only just got back to you on this now.

We would always ask people to check on other devices to help narrow down where the issues lie and I can assure you we don't want you to think that we are calling you stupid.

 

Are you able to log into any other apps or your online account using your primary login details?

 

Are you able to log into the TV Go website version of the app? 

 

 

Regards

Steven_L

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claire42
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Re: Can't login to virgin tv go app - "sub accounts cannot sign in"

Hi Steven,

Yes, I have tried on both my laptop and phone as well as different browsers.

Thanks,

Claire

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Gyro85
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Re: Can't login to virgin tv go app - "sub accounts cannot sign in"

I just logged the same issue so clearly a bigger problem than just single users

I signed up December

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