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

Screenshot of the issue:

Screenshot 2021-05-11 at 12.13.40.png

Things i've done:

- Verified with customer support it's my main account credentials I'm logging in with

- Tried different browsers, devices

- Changed my email account to something different

- Reset password

I've been sent from customer service rep to customer service rep, today I got a call from a technician who said he can't do anything, obviously. This is clearly a *software* issue with virgin go tv authentication. 

My guess is that my account was setup with an active service, the technician failed to book a follow up visit so my order was auto-cancelled. I then got my service re-ordered and successfully installed but i cannot use virgin tv go.

I've had tickets with virgin customer support closed, noones looking into this issue and it's an absolute joke that i'm paying so much money every month and I cannot watch and TV (my flat house is currently being refusbished so I do not live there). 

This has been going on since I got virgin media installed in January. I'm happy to have a call with anyone from IT to go over the issue, but I imagine to fix this you could create a new virgin media custom and transfer my active account over.

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Robert_P
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Re: Please sign in with your main user account. Sub-accounts cannot sign in.

Hello nathanm,

 

Sorry to hear of the sign in issues you're experiencing with the TV Go application, we appreciate you taking the time to raise this via the forums and welcome to the community.

 

We're aware of an issue and are currently investigating this, I'm going to send you a Private Message to get some more details from you to get this raised.

 

Looking forward to your reply.

 

Rob

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nathanm
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Re: Please sign in with your main user account. Sub-accounts cannot sign in.

Thanks,  has raised this with IT.

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Robert_P
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Re: Please sign in with your main user account. Sub-accounts cannot sign in.

Happy to help natham, as soon as I get an update on this I will let you know here to try logging in again 🙂

 

Rob

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nathanm
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Re: Please sign in with your main user account. Sub-accounts cannot sign in.

I happened to log in and it seems to be fixed! I can stream TV!

I'm equally relieved that it's fixed and annoyed it's taken months to get it fixed when the actual fix took a few hours from reporting to someone that knew who to speak to, to it working.

Thanks for getting it sorted. Do you know what the issue is?

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Robert_P
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Re: Please sign in with your main user account. Sub-accounts cannot sign in.

Apologies it has taken this long to get the issue resolved nathanm but I'm happy to have helped. To be completely honest it is something in the back end that had changed, it was an automatic change but we have a team who resolve these issues pretty quickly.

 

If you need us again in the future, please don't hesitate to get in touch with us here 🙂

 

Rob

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