13-09-2021 17:05 - edited 13-09-2021 17:07
Hello,
I haven't been able to sign into virgin tv go via the app or browser for a while now. Every time I try I get the attached error message.
I am able to log in to the virgin media website to check my account and bills, which use the same email and password.
I have also tried on several devices including iMac, Macbook Pro, and iPhone.
Any help with this will be greatly appreciated.
Thanks
Tea
on 14-09-2021 14:17
Hi Tea_93
Sorry to hear this is happening
Can I just ask
What device you are using
Have you tried accessing Tv Go through a web browser
Have you ever been able to log in before without any issues
Gareth_L
on 14-09-2021 14:31
Hey Gareth,
I've tried to access on my Macbook Pro (13-inch, 2017 Two Thunderbolt 3 ports), My iMac (iMac (Retina 5K, 27-inch, Late 2014), and my iPhone (XR 128 gb). I'm experiencing the same issue on all devices.
Yes, I've tried accessing via a web browser (Chrome & Safari) but I have the same problem.
Yes, I used to be able to log in before without any issues.
Thanks
Tea
on 14-09-2021 14:39
Thanks Tea_93
Can I please ask you to try resetting the My Virgin Media password to one you have not used before, Then log back in to Tv Go
Gareth_L
on 14-09-2021 14:48
Hey Gareth,
I've tried that on a few occasions speaking to other people from the Virgin Media team, have just tried again, and have got the same error message.
I've tried signing in on the web browser as well as the app with the new password.
Tea
on 14-09-2021 16:36
Thanks for trying Rea_93
Thank you very much for your reply
We have passed this onto our Product Team, who are going to look at this in more detail
As soon as I have some information, a fix or update I will let you know
Regards
Gareth_L
on 16-09-2021 17:10
Hi @Tea_93
Please can you try logging in to TV Go again so our Support Team can check the logs? It would give them more information to look into so they can get to the bottom of it.
Thanks,
Lisa
on 16-09-2021 17:16
Hey Lisa,
I just tried and got the same message.
Thanks
Tea
on 17-09-2021 17:27
Thank you for this information @Tea_93
We have passed this on to our Product Service Team so they can investigate in the background and we will update as soon as we have the information.
Thank you.
on 06-10-2021 20:11
Hello,
I just wanted to check to see if there was any update on this?
Thanks
T