Error: Sorry we can't play this at the moment 0

[chriss1970]

Hi, can someone help with this error i get when trying to use my windows laptop. I have tried using edge & chrome with the app and i get the same message.
Cleared the history etc.. and nothing works. Searched he chats with no real answer. App works fine on iphone. Is it a setting or something on my laptop i need to change???
Can someone from the Virgin team please help with this? 
Thanks in advance

[Steven_L]

Hello chriss1970,

Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having at the moment. I assume that you're referring to the TV GO app. 

Have you tried to access the service via the website as this will then prompt you to download the web app and continue to use the service via your windows laptop.

Kind Regards,

Steven_L

[chriss1970]

yes, that's where i downloaded it from

[Kath_P]

Hi chriss1970, 

Thanks for coming back to us on this one. As it's working on the iPhone, this would rule out an account issue so it's most definitely something on the laptop. 

• Do you have any browser extensions or add on's running? 
• Are you running any sort of anti-virus programme?
• Are you able to view live TV?

Pop back and let us know so we can help further. 

Thanks, 

[chriss1970]

no browser extensions or add on's running. Everything was working and then a few months ago when i was working away it's stopped working and gave me this message. 
Live TV gives me the same message. BBC iplayer, Sky Sports, Netflix, Prime, Disney + all work fine 
Antivirus is Microsoft Defender

It's got me puzzled as i see from the forum a few people have this message but i was unable to find an answer