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Jadzea
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Issues logging in and missing channels

Hi, for about the last two weeks now I’ve been having issues that whenever I load the Virgin TV GO app it will not remember that I am signed in (like it did previously) and will often say my login details are incorrect, even though they are, as it will eventually accept them (they are auto filled in via iCloud Keychain).

To top it off it would seem all our ‘paid’ for channels are gone and we’re just left with from what I can tell freeview channels. Fox, sports, Discovery, History etc are all missing.

Reading on the forum here it seems I’m not the only one with this problem, yet many posts are suggesting the issue has been fixed, which clearly it hasn’t.

I’ve tried signing out of the app once I’ve eventually get in, uninstalling and reinstalling. Have done this on both iPad and iPhone.

Frustrating isn’t the word!

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Jadzea
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Re: Issues logging in and missing channels

So here is an interesting thing(!!)

Load app and in the channel list for live tv were all the channels - great. However, once again I was signed out so had to sign in again, and guess what, they disappeared!!!

there is definitely a fault with tv go.

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mne2
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Re: Issues logging in and missing channels

Same here - TVGO missing loads of channels for last 2 weeks. Sign in issues (very sporadic). Nothing fixes it.

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Gareth_L
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Re: Issues logging in and missing channels

Hello jadzea

 


Sorry to hear you are having issues with the above 

We are aware of this and have some more details here 

In the meantime can you please confirm the following and post the answer on this link

•    Channels missing
•    Operating system and version - ie IOS 13.2
•    TV Package subscribed to
•    If you are missing Sky Sports/Cinema; are you able to stream these channels on the standalone Sky Sports and Sky Cinema apps
•    Region of UK - ie London/Manchester/Glasgow etc

Gareth_L

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Jadzea
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Re: Issues logging in and missing channels

Fox, discovery, nick jr - any paid for channels. These appear in the app until signed in (which can no longer do even with the keep trying to sign in again trick).

ios 13.3.1

Full package with sky movies and kids, but no sport. 

can sign into sky cinema and watch movies in the sky cinema app using the sign into virgin UK option and sign in with my credentials that I use for virgin go.

 Leicestershire

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Beth_G
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Re: Issues logging in and missing channels

Thanks for coming back with those details.

 

I have logged this issue with IT and I will notify you when it has been resolved. The IT team usually aim to resolve issues within a 5 working day window.

 

Your IT ticket number is P009806078 

 

Beth

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tomharry01
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Re: Issues logging in and missing channels

I've got the exact same problem, good to know that I'm not the only one with the issue. Very frustrating!!!!!

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Emma_C
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Re: Issues logging in and missing channels

Hey Tomharry01, 

Thanks for your post and welcome to our community. 

We're really sorry you're also having this issue, I can appreciate the frustration it's causing you. 

Our team is working really hard to get this sorted so hopefully it won't be much longer. 

 

Thanks. 

Emma_C - Forum Team
Jadzea
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Re: Issues logging in and missing channels

It seems to be fixed now. Channels are back and signing is sorted too.

Any idea what caused the issues?

 

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Gareth_L
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Re: Issues logging in and missing channels

Hi Jadzea

Thanks for letting us know its all been fixed 

Sadly we don't have that information to hand as to what caused this issue 

Good thing is its all fixed now 

Gareth_L

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