Cant login to Virgin TV GO
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 virginm...
Forum Discussion
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.
@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
- With so many people having the same error, surely they know what the cause is and have a resolution.
Has anyone had any luck? I have had the same issue since July 2021.
No, they still have not fixed the issue for me. Absolutely useless. Every time I speak to someone different I have to go through the same thing again and again like they don't keep a log of what they are doing and insist on logging as a new call and nothing ever gets resolved
- Tom_W1
Forum Team
Hi ollie_joe, thanks for your post although I'm sorry you've still not had any joy on this one.
I'll pop you a PM to try and look into this further once again.
selliott1, I'll mirror this with you also and try to get things resolved.
Both - please expect this PM to arrive shortly and respond when you can!
Many thanks
Has anyone got a solution to this problem? I have had issues with signing in, because I am a returning customer but they have been resolved now. I don't know if this problem is because I am a returning customer or not?
I take it that Virgin don’t know how to fix this issue and hope we just forget about it?
- Molly_T
Hi Mills82, welcome back to the community! Thank you for posting.
Sincerest apologies for the lack of response from your original post. Just a few questions regarding your TV Go issues to try and isolate the problem:
-Are you trying to access TV GO via a laptop or mobile device?
-Have you tried clearing all cookies and cache ahead of attempting to sign in?
-Have you tried updating your password?
-Do you also have issues logging into My Virgin Media?
All the best.
Thank you for reaching out Molly, but I’ve answered all these questions, what feels like 100 times now!
I have done everything advised. Zoie_P on here sent me private messages and said they’d get it sorted and never got back to me.
Someone rang me after I’ve rang a dozen times and they tried, but said it’s an error with new customers. She said she’d raise it and someone will be in touch and no has been.
I can’t log into my Virgin account and the woman on the phone tried to make an account using an alternative email address and couldn’t. It appears like the system is broke and Virgin don’t know how to, or can’t be bothered to fix it.
You say TV Go is free, but its not. It’s part of the package that I have agreed to. I need it to watch TV on the go, otherwise I would have paid a little more and stayed with Sky and had a service that worked!
I will probably have to wait a few days at least until I here anything back on here.
Thanks for the response regarding this Mills82,
Welcome back to the community.
Just to clarify regarding this, have you not been able to register a MyVM as of yet?
Let us know,
That is correct. I thought I had, but it hasn’t fully activated and at your end it shows I have not signed up. I cannot check my bill, which is frustrating as it looks incorrect as well.
I have sent numerous screenshots and everything else I have been asked to do. The the most helpful lady was the one who called me and said it is an error with Virgin’s system after trying an alternative email address, she said there is nothing else she could do and would raise the case. That was two weeks ago now and I still haven’t heard anything back and I am still paying for a package that I am not fully getting.
Hi Mills82,
Thanks for coming back to us about this issue, I understand there's two parts to this. One being your Online Account and the other being the TV GO app issue.
These two problems go hand in hand I believe, if you don't have a registered Online Account, your TV GO App will fail to work as well.
So lets focus on your Online Account for now -
- When you try to register for an online account, what error appears? Upload a screenshot if that's going to be an easier medium.
- Are you using the same email as your former account?
Thanks,
Megan_L
Hi Megan, I have gone through this already.
This is when Zoie_P DM but nothing has been done since. The error is.
The email is the same as it used to be. I’ve also said that several times to people who have tried to help and they have all said that this isn’t the issue. The lady tried to use my alternative email and still couldn’t set up an account. I need to log in to check my bills, as well as watch TV Go. I would love you be able to help and I’m sure you say you will however, I won’t hold my breath for anything getting fixed.
HI Mills82,
Thanks for your reply, I am sorry this has not been resolved, I can see it is passed the date for the resolution of the ticket I advised, I can check on this for you but will need to pop you over a PM 🙂
Zoie
Hi Zoie
i also have this problem.
can log in ok on my iPhone XR but on trying to log onto an older iPhone 6 Plus so as to use it as a Tv screen only on the Virgin Tv Go app running on ios 12.5.7 I get error message “ oops - the service us not available at the moment. Try again in a few minutes “
well repeatedly trying over past few days have not been successful!!!
help please!!!
You misunderstand.
i am not even able to log into Virgin Tv Go on the iPhone 6 Plus.
please ignore that I am using it as a Tv screen!!
- Matthew_ML
Sorry to hear this.
Please can you let me know if you have tried to access it on another device at all?
Did Virgin ever come up with a solution for this, my father in law is having the same issue, main account username and password being used and all he's getting is sub account username and passwords can't be used. Tried on several different browsers/phones/laptops and it always fails. Tried clearing cache and data, but still fails. This all occurred because he had to change his main email address and password, because he was hacked, now no Virgin TV Go and no sky sports on his tablet/phone. Tried contacting support, who said it had been fixed and he'd get an email in 24 hours, 2 weeks later, no email and still not working.
It's now been over 6 weeks and still no access to Virgin TV Go and Sky sports on mobile/laptop devices, can anyone provide any advice on how to solve the issue of logging into Virgin TV go after username and password change for my very elderly father in law
- David_Bn
Thanks for reaching out to us Manorhouse1, and we're sorry to hear of the ongoing issue with the TV Go services for your Father-in-law.
We would need to advise that when it comes to logging into personal accounts, we would not be able to work with a third party to the account, unless the third party has been able to obtain a lasting power of attorney for the account holder.
If this has been obtained, do feel free to come back to us with and we can take confirmation of the details via our private messaging function and we can proceed onto looking into this for the account holder.
Thanks
David_Bn
I do have a lasting power of attorney for the account holder, please advise how I can now progress?
- Nathan_B
Thanks for confirming, I'll pop you a PM so we can discuss this matter further.
Regards
Nathan
