Problem with registered devices for Virgin Go

[LHider]

Good Morning

Since yesterday, every time I try to watch Virgin TV Go on my PC it asks me to register the device even though it had already been registered and working fine. I've now reached my limit of devices even though I'm using the same devices I have always used. This is most inconvenient. Can may devices please be reset so that I may be able to use Virgin Go as I had before.

Many thanks 

[DK7007]

I am currently having the exact same problem. Every time I use the Virgin TV Go on my PC it tells me I've reached my device limit and have to replace an existing device but I'm locked out from doing that until Thursday 1 August.

I also have the browser setting set to not clear anything for the Virgin TV Go site but that doesn't seem to make a difference and logs me out almost every time and then when I log back in I have to re-register the same device every time. This issue only seems to have started when you updated your site quite a while ago (like months and months ago). Having the site set as an exception when clearing cookies etc worked perfectly before this on the old version of the site. The site would stay logged in and I'd never be asked to re-register the device. Since the update however,  it logs me out almost every time and asks me to re-register the device. And note I said almost every time, as occasionally it does keep me logged in for some random reason. There doesn't seem to be any rhyme or reason as to why. Anyway, before it would just make me log back in and ask me to 'Register a new device' every time I tried to watch anything after logging in. It would never ask me to replace an existing device but simply to register a new device. I did this every time I logged in, so like a hundred times, and it was annoying but worked every time. However this has changed the last week or so and now it asks me to 'Replace' an existing device. I did this for a number of days but now says I am no longer allowed to do that and has locked me out until August.

[Gareth_L]

Hello DK7007,

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with your registered devices whilst using TVGo on a web browser.

The app is best designed to be used on a mobile or tablet as it will only recognised as single device.

With web browsers they tend to get more updates and after each update it will then be recognised as a new device.
I can reset the devices from here if you wish?
If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Regards     
Gareth_L
 

[DK7007]

Thank you for the response. I understand it is designed best for use on mobile or tablet but is there not a way you can program the site to work around web browser updates? Like I mentioned in my original post, it worked perfectly before you updated your website. Did you change something and can the change not be reversed? If not, is there not a windows app you could provide for PC users that won't constantly update like web browsers do? Or if that is also not possible, could you not get rid of the device change limit? It's just my monitor screen is so much bigger than my mobile or tablet screens and I much prefer to watch on the bigger screen. I'm sure there must be other users who have a similar preference.

I have replied to your private message and yes I would appreciate you resetting my devices. I do fear that this is just a temporary solution though and I will be faced with this exact same problem in the not too distance future if it continues to ask me to re-register the device and my limit gets hit.

[Gareth_L]

Hello again DK7007

Thanks for those details.

I've just reset the device limit for TV Go from here for you.

If you can check if that allows you to use the service again on your web browser, that would be great.

Gareth_L

[jmottram]

Hi I have the same problem I cleared the cache on my ipad and macbook and I could not get on it I then added my macbook again as it  said new device but then it said no changes available this month. If I had known clearing the cache caused this issue obviously I would not of done it I think its unfair that I cant use a service  which I pay for until August when I haven't made any changes.

Thanks Juliet

[Vikki_M]

Hi jmottram

Thanks for your post and welcome to our community.

I'm sorry to hear you've been unable to register the device.

I'll send you a private message now to re set the devices for you.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[Spix83]

Hello Molly, my TV Go device list has the same devices registered multiple times because I keep getting told every time I open the app to register the same device. I have maxed out my available slots and now have to wait til next month. Please help me fix this. Simon

[Gareth_L]

Hello Spix83

Thanks for joining this thread. Sorry to hear your device limit has been reached.

What we can do from here is reset the limit and deregister all devices.

If you don't mind, I’ll need to send you a private message to pass security to be able to do this.
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L