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pauldsharpe · ‎17-09-2023

Hi all,

I’ve recently changed my mobile phone. When I start the Virgin TV Control app, I don’t even get to the login screen. Instead, a pop up appears saying “Server error” and “Try again”.

I’ve restarted the app and removed and reinstalled the app, but no difference.

Any help greatly appreciated 👍🏻

pauldsharpe · ‎26-09-2023

Hi all - issue resolved… by me after zero help from Virgin themselves.

It turned out that because my old phone was still registered, things were getting confused. I switched my old phone on, downloaded and logged into the Virgin TV control app. Then logged into the app on my new phone successfully.

After this, I fully logged out of the app on my old phone and switched it off. All is fine now. No issues at all.

I’ve since cancelled the job with Virgin. They were really no help at all.

See where this Helpful Answer was posted

Megan_L · ‎18-09-2023

Hi Pauldsharpe,

Thanks for using the Community Forums to get this issue with the TV Control App looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

Could I first ask what phone model and make you've now got so we can make sure it's compatible please?

Are you also able to login to the TV Control App on a different phone just to see if it only affects your new handset?

I have a help link here for the TV Control App which may help with some other questions you may have.

Let us know!

Thanks,

Megan_L

pauldsharpe · ‎18-09-2023

Hi - I've moved from an iPhone 12 Pro Max to and iPhone 14 Pro Max.
My wife uses the app, too, and that handset works fine.

Paul

Gareth_L · ‎19-09-2023

Hello Pauldsharpe.

Thanks for replying.

Are you able to check your connection settings are the same as your Wife's.

With it being a new phone. There may be some setting that is restricting your phone.

Gareth_L

snowglowjoe · ‎20-09-2023

Did you manage to sort this problem? I am in the same position with my new phone

Stokesy1966 · ‎20-09-2023

I'm getting this problem as well on an iPhone XR, my work iPhone has the app working perfectly, new phone gives the Server Error message.

pauldsharpe · ‎21-09-2023

I started a Live Chat with Virgin yesterday and followed up today. They’ve said it’s a problem with the app, which they’ve forward on to their engineers. They’ve advised me to try logging in again in 24 hours. I’ll do that tomorrow and feed back here whatever the result. Glad it’s not just me!

John_GS · ‎22-09-2023

Hi @pauldsharpe

Thanks for coming back to the thread.

How did you get on please? Is TV Go working for you?

Best wishes.

John_GS
Forum Team

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pauldsharpe · ‎24-09-2023

Hi John,

Unfortunately, nothing yet.
It's been escalated further, and I now have a ticket number. There is no ETA on resolution, but I'll follow up next week if I haven't heard back from them.

Joseph_B · ‎25-09-2023

Hey @pauldsharpe,

Thanks for letting us know.

Do keep us appraised on how this goes and if needed we can look into this from our side for you.

Joe

Virgin Media Virgin Media Community

Virgin Media Virgin Media Community

Changed phone - TV Control app no longer working