Can't sign in to TV go

[Shifty_19]

Hello,

I can't sign into TV go on my iPhone, tablet or MAC. I get the error 'oops something went wrong, please try again later'. I have been trying to log in for around 3 weeks and have reset my password a number of times. 

[Vikki_M]

Hi @Shifty_19

Thank you for your post and welcome to our community.

I am sorry to hear that.

Could you please uninstall and reinstall the app?

Could you also please ensure all devices have the latest software updates and try another browser.

Please also delete the cookies and cache.

Please pop back to us when you can. 

[Shifty_19]

Hi Vikki,

Yes, I've tried that but I'm still getting the same error.

[Tom_W1]

Hi @Shifty_19 thanks for your post, sorry to hear this is still unresolved.

Can you please confirm if at any point in the last few years, you have left Virgin Media and re-joined again, or moved address while you've been with us?
Many thanks

[Shifty_19]

Hi,

Yes I have left and rejoined but with a different email address. The house address is the same though. 

[Reece_MH]

Hi Shifty_19

Thanks for confirming. To confirm, are you attempting to sign-in to your TV:GO service using the old details, or the new ones? Do you also have a TV Service included on your package?

Cheers,

[Shifty_19]

I'm trying to sign in with the new details which work to view my new account/bills online. Yes I have the MixIt TV package. I'm basically a new customer with a new account and all new equipment.

[John_GS]

Hi Shifty_19

Thanks for coming back to the thread, have you tried another device and if so, is it the same error message?

Best wishes,

[Shifty_19]

Yes same error. Maybe someone could ring me or is there a technical department I could ring?

[Natalie_L]

Thank you for your reply. 

Can you please complete a password reset for your My Virgin Media details and then try to login again? 

You may need to clear Cache and Cookies again prior to logging in.