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Changed phone - TV Control app no longer working

On our wavelength

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 👍🏻


Accepted Solutions

On our wavelength

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


Forum Team
Forum Team

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!



On our wavelength

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.


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.



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

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.

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!

Hi @pauldsharpe 

Thanks for coming back to the thread. 

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

Best wishes.

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

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.

Forum Team (Retired)
Forum Team (Retired)

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.