Virgin Media Community

[gurpswu]

i can sign in to My Virgin Media, but when i go here: https://virgintvgo.virginmedia.com/en.html and try to use the same credentials, i get an error message.

Username or password incorrect. Please retry and click the box below to prove you are not a robot.

Retrying still fails.

[Akua_A]

Hi @gurpswu,

Welcome back to our community forums and sorry to hear you have been unable to access your TV go.

Just to confirm, are you unable to log in with both the app and web browser? How long has this issue been ongoing? Have you tried logging in via alternative browsers and devices?

Thanks,

[gurpswu]

i am only trying via the web, and yes i have tried multiple browsers.

[Akua_A]

Thank yo for your response @gurpswu.

Have you also tried clearing cookies and cache in your web browser to see if the issue persists? 

Thanks,

[gurpswu]

yes I have done that. still the same issue.

[Hayley_S]

Hello @gurpswu,

Thanks for that, have you tried using it on a different device? Apple? Android? 

Many thanks,

[gurpswu]

Yes, same issue.

it's not a device issue. it's an account issue. please escalate and resolve it instead of asking me repetitive questions to bide time. thanks guys!

[Hayley_S]

Thank you for confirming this, I will send you a private message now.

Please look out for a plum envelope.

Many thanks,

[gurpswu]

Your private message is printed below:

Have you tried logging in on other devices? What device are you using at the moment? What app version is it? 

Also can you tell me when this issue started? 

why do you keep asking me what device i'm using? i've told you it happens on many different devices. macbook/pc/ios.

i am using the latest version.

[Ilyas_Y]

Hey gurpsru, thank you for the post!

Have you tried changing the password? Let us know.

Thanks.