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byro
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Cant sign into TV Go

Hi, 

I cant seem to sign into the TV Go app on my iPhone. I am the account holder and can sign into the Virgin Media website to view my bills, My profile, accounts, service status etc. 

When signing in with the same login credentials on my iPhone 12 I get an error message saying 'Sign-in failed'.

I tried logging into TV Go on my laptop with the same credentials but get an error message saying 'Please sign in with your main user account. Sub-accounts cannot sign in.' Not sure what that means since I did use the main user account email address and have no idea what a sub account is.

Could anyone please help me with this.

Thanks

Screenshot 2021-03-10 at 20.47.44.pngIMG_9523 2.jpg

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byro
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Message 2 of 26
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Re: Cant sign into TV Go

I can also log into the MyVirginMedia app fine with the same login credentials on my iPhone

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Paulina_Z
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Message 3 of 26
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Re: Cant sign into TV Go

Hi @byro,

 

Welcome back to our Community! Thank you so much for posting with us again.

 

We're sorry to hear that you're experiencing issues signing into your TVGo App.

 

Can you tell us if you're signing in using the same login details as you do for your MyVirginMedia account?

 

Please let us know.

 

Thanks!

Paulina_Z
Forum Team



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byro
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Message 4 of 26
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Re: Cant sign into TV Go

Hi Paulina,

Thank you for replying. Yes, I am using the same login details for MyVirginMedia account. 

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Paulina_Z
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Message 5 of 26
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Re: Cant sign into TV Go

Thank you for letting us know @byro.

 

Would you be able to check if you can log into your account okay online via web browser, rather than the app?

 

Please let us know how you get on. 

 

Thanks!

Paulina_Z
Forum Team



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byro
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Message 6 of 26
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Re: Cant sign into TV Go

I can also log into my account fine using a web browser. 

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Zak_M
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Message 7 of 26
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Re: Cant sign into TV Go

Thank you for taking the time to come back to us. 

 

Please could you change your password and let us know if you can log in after this. 

 

Kind regards,

Zak_M

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byro
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Message 8 of 26
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Re: Cant sign into TV Go

Password changed but still cant sign into tv go via app and web. Everything else lets me sign in with the new password. 

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John_GS
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Message 9 of 26
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Re: Cant sign into TV Go

Good morning @byro

 

I shall PM you now to discuss this further as the flow for this would require security.

 

Kind regards,

John_GS
Forum Team


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John_GS
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Message 10 of 26
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Re: Cant sign into TV Go

Hi @byro

 

Thanks for joining me on PM. Okay so just to update the thread, I was not able to fix this myself, only duplicate the issue. From a diagnostic ran, it's now with the wider business to fix and a ticket raised. The difference as explained in PM, with an IT ticket and this ticket is that there are no timescales

 

I will be in touch once I know further news regarding this fix.

 

Thanks again for your time, I hope you have a wonderful day

 

Kind regards,

John_GS
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

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