No video only sound on the go app

[barry25]

Hallo

There is no video and only sound when using Virgin go.

I am able to view video using other apps e.g. YouTube, BBCplayer etc.

Thank you

[Joseph_B]

Hey @barry25,

Welcome to the Community Forums and thanks for the post.

Sorry to hear that you are having this issue, can you confirm for me does this only happen on one device or is it across all devices you have tried this on? You can always find help about our TV GO app here.

Let us know if you require anything further.

Thanks. Joe

[barry25]

Hallo Joe

This app is not working on my Samsung phone but works on other family phones.

I did notice that when going  forward or reverse using the scroll bar then individual frames are shown but no complete video.

Thank you

Barry

[Paulina_Z]

Hi @barry25,

Thanks for coming back to us. So the App works on all other devices, apart from your Samsung phone?

Can you please ensure that your phone's software is currently up to date? 

Have you tried to delete the app from your mobile and then re-install it?

Please give this a go and let me know how you're getting on.

Thank you.

[barry25]

Hallo Paulina

I have deleted and downloaded the app several times now and it still does not work correctly. I have also checked the software on the phone.

[Travis_M]

Hi @barry25 

Thanks for your response

I'll drop you a private message to collect some more information and investigate this further, keep an eye on your inbox for a message from myself.

Regards

[barry25]

Hallo Travis

I am still unable to read the body of your message.

My email address is [removed]

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