Cant login to Virgin TV GO

[cantlogin]

I can't log into TV Go via the app on either ipad or android or via browser. I can login perfectly fine to myvirginmedia and my mobilemyaccount. I can even select the Virgin TV GO link via my virginmedia which takes me to the TV GO sign in. On the ipad I'm running Ios 12.1, I'n uninstalled and reinstalled the app (incidentally seems unstable at times and flashes/flickers badly).

I get a username or password incorrect error and then asked to click on the I'm not a robot link which just seems to present you pictures to click for ever without doing anything

I've spent the past 2 fruitless hours on the phone getting bounced around and getting through to second line technical support (eventually!!) only to get dropped before they could root cause. 

Anyone else got this problem. I see it pops up periodically but I am completely locked out on any platform.

I don't want to waste any more of my life on this but considering I'm spending >£130 month with Virgin the is **bleep** poor.

Fraser

[Hayley_S]

Hello @Tea_93,

Welcome back to the community page.

I can see that Gareth helped you on your original post, please respond to him for further help 🙂

Thanks,

[selliott1]

Has anybody had any joy getting this sorted. I am also getting the same error message. The issue has been raised with the 2nd line team but still no fix yet. Considering the last issue I had which went to the 2nd line team took over 2 months to get fixed I am not holding out much hope. Customer Services is beyond useless. All anyone will ever say is you will hear back in 24-48 hours and nobody ever calls back

[Lee_R]

Hi @selliott1 thanks for posting and welcome back to our community.

Sorry to hear you're still having issues accessing TV Go and that you're not getting the updates you require.  I would like to take a closer look into this for you.  I am going to send you a private message.

Regards

Lee_R

[abidb4]

@selliott1 Did you manage to get this resolved? I have the same issue, tried the app on my mobile phone and various browser on the PC but still get the same error.

[Tea_93]

I haven't had a fix for this and I've been dealing with this issue for around 7 months now. Spoken to them on the phone a few times, was told I would get a call back numerous times from an engineer but still nothing. Thought I would try the forum instead but still getting the same kind of responses here as well. Its quite exhausting.

[selliott1]

@abidb4 No still getting the same error. It doesn't matter what device I use it still get the error. Its so frustrating at the lack of communication from Virgin on the issue and the constant lies the customer service team give you

[abidb4]

@Tea_93 Not ideal, I just upgraded to the Virgin TV and already facing issues. I have been on the phone to them, apparently 2nd line resolved the issue but this is not the case as I still get the error message. Seems like this is going to go on for a white.

[selliott1]

@tea_93 Same here, I have spoken to them on numerous occasions trying to get a update / fix. Constantly get told you will get a call back but no one ever does call back. It is so frustrating and exhausting, i tried this forum in the hope something might happen quicker but still no joy. Virgin have got to be the worst for customer service, its ridiculous. So many people on these forums seem to have the issue so they must know what the issue is and have a fix they can roll out 

[abidb4]

With so many people having the same error, surely they know what the cause is and have a resolution.

[ollie_joe]

Has anyone had any luck?  I have had the same issue since July 2021.