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AndyP2609
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Error with VirginTVGO (not recognising main account)

I tried to access VirginTVGO on both my PC app (Win 10) and via the website, and when I log in I get the error:

"Please sign in with your main user account. Sub-accounts cannot sign in."

I am using my main account.

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AndyP2609
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Re: Error with VirginTVGO (not recognising main account)

BTW I can log into my VM account (evidently, as I'm on the forum!) and can view my account, bills etc.  Just can't actually watch any TV on my PC.

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John_GS
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Re: Error with VirginTVGO (not recognising main account)

Hi AndyP2609,

Thanks for posting and welcome to the community. My apologies for the TV Go issue. 

 

Is this still an issue for you? 

 

If so, can you try for me;

Deleting and re-installing the app.

Ensure the details you are using to sign in to TV Go are the same ones you're using to sign in to the My Virgin Media account online

 

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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AndyP2609
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Re: Error with VirginTVGO (not recognising main account)

Hi,

This is the same on the web page and the Windows 10 app as well. 

I am using the account/password I have always used. Rapidly getting very frustrated...

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Beth_G
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Re: Error with VirginTVGO (not recognising main account)

Hi AndyP2609,

 

Thanks for coming back - we were aware of a issue where customers were receiving this error when signing into their TV GO account, however it was reported as resolved as of yesterday.

 

Can you please try resetting your My Virgin Media password to see if that helps at all?

 

Thanks,

 

Beth

Lisa_CC
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Re: Error with VirginTVGO (not recognising main account)

Hello @AndyP2609,

Appreciate it's been a while but our Support Team has been tinkering and monitoring TVGO issues since you posted and wondered whether you're still having problems with it. Do let us know.

Thanks,

Lisa
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AndyP2609
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Re: Error with VirginTVGO (not recognising main account)

Hi,

I've had a couple of evenings over the last two or three weeks where TV Go has not been available at all on my PC.  I could access it on my phone, but there was an error (something like Not available at the moment)

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Serena_C
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Re: Error with VirginTVGO (not recognising main account)

Hi @ AndyP2609

 

Thanks for letting us know.

 

Sorry to hear you've been having issues again where TV Go has not been available to watch on your PC. I will feed this back to the Support Team now.

 

Just thought I'd double check, are you using the App when you try to watch from your PC? Because the Virgin TVGO app has been withdrawn from Windows. virgin-tv-go-what-devices-can-i-use 

 

You should be able to access TVGO from your PC via this url https://virgintvgo.virginmedia.com/en.html though 🙂

 

Thanks,

 

Serena

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