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Can't sign in

Joining in

I have recently changed the email address associated with our Virgin account and now am finding it impossible to sign in to TV go.

I have deleted app and reinstalled, tried old email etc. But whatever I do I get the message " sign in failed please use main account.


Forum Team
Forum Team

Thanks for reaching out to us @Johhnyt, and a very warm welcome to our Community Forums!

Sorry to hear of the difficulty signing into your TV Go account.

Can you please confirm if you've been having this issue on multiple devices or just one in particular?

Have you also been able to sign in via a browser?




I have tried on phone and PC and have the same problem on both. I can sign into the TV control app with no problems.


Does the previous email address still work on those apps Johhnyt?

Yes it does, I thought I had tried it before but possibly had put the wrong password in.

Hi @Johhnyt 

Thanks for coming back to us. If you've changed the email, the old email shouldn't be working on the app still.

I'll send you a PM now to assist further.

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill