TV Go App not working on iPad

[Dcompton]

Tvgo doesn’t work on iOS 15.1 either. I get the same messages as everyone else is reporting. Yesterday (13/11/21), I had a call from the tech team after complaining to the chief executive! We went through the exact same processes as before, reinstalling, changing password etc etc etc. He then asked if I had a lap top to try and sign in on there. I do have a lap top but declined to try this as when I’m ‘on the go’, I put my iPad in my handbag, not a laptop, which clearly defeats the issue of having a smaller device when ‘on the go’!

Anyway, I was unable to log in on iPad mini, my current iPad or my iPhone 12, all of which are up to date software- wise. The tech then asked for my password and managed to log in his end using my old email address!

I was still using my blueyonder email address on returning to Virgin 9 months ago. I’ve been using a Blueyonder email since I originally joined Virgin many years ago. I left to go to Sky for 12 months, then returned to Virgin earlier this year, still being able to use my old blueyonder email until about a month ago when it disappeared together with tv go. Originally I was told that it was disabled as I had left Virgin (even though I had been using it for well over 2 years, from leaving to rejoining Virgin. Apparently I had ‘slipped through the net’ for the 90 day removal period lol. it was then said that it had been quarantined as a security measure. It was subsequently reinstated but by then I decided to use my iCloud email instead, just in case it was removed again (on the advice of Lee a VIP on the forum). Still no TvGo! Both my old Blueyonder and iCloud addresses are accepted on other Virgin apps, so, to me, it’s the App, not ME as suggested. Also, all the complaints about Tvgo are now rectified and I’m seeing old posts (such as this one). NO IM NOT! There’s STILL numerous complaints identical to mine!

The executive team have said there’s some mix up between my original Virgin media account and my new one which is why TvGo isn’t working. I don’t believe this for a nanosecond! If true, then DISABLE my donkeys years old account then! I can only assume then, if this is correct,  that the tech guy used my original virgin media account to sign in. When I tried my Blueyonder (still active)email, I don’t even get the the chance to sign into TvGo. I immediately get  the following message : Sorry - this isn’t available. I’ve been trying to log in on the browser rather than the app as advised. If I try and log in on the app using my old blueyonder email , the username and password aren’t recognised but if I enter my account number, it says I already have an account but STILL no TvGo using the details suggested. Nightmare tbh.

I’ll send the following if it helps, but I doubt it will. So, whichever way I try, either using the virgin media browser or the app, or either email address, nothing works. The tech guy has raised a ticket AGAIN. The last ticket still hasn’t been acted on so I doubt this will be either.

Build: 4.34.3 (4.34.20.091)
Device: iPhone 12 Mini
OS: 15.1
Conviva: 4.0.17
Connection type: WiFi
Customer HH: Anonymous
MQTT broker: DISCONNECTED
MQTT CPE status: Unknown
Last MQTT status check: No attempt
Device IP address: 192.168.0.159

Good luck! No one has managed to rectify this so far!!

best wishes

Dianna

[Zak_M]

We are really sorry to hear this is still ongoing Dcompton. 

If you pop a further PM to my colleague who has been assisting with this they will be able to escalate this further. 

Kind regards,

Zak_M

[Dcompton]

Many thanks, I’ll do this

[Dcompton]

Unfortunately, Eric is unable to assist further as he is a VIP. A VM team member needs to be informed 

regards, Dianna

[Dcompton]

Apologies, I meant Eric not Ernie

[John_GS]

Hi Dcompton

Thanks for coming back to us. 

I'll send you a PM now to assist further.

Best,

[Dcompton]

Hello, the App doesn’t even show in the LNP settings, almost as though it’s failed to even try to connect. I’m still waiting to resolve this. Tech support has been calling although they’ve obviously given up now as the last two calls were silent their end. Tbh, I don’t think they can be bothered as no one clearly has a clue as to why it doesn’t work. The virgin engineer came last week as they said there was a problem with my tv. It wasn’t a problem with my tv, it’s a problem with my TV SERVICES which is entirely different. As I said, they’re clueless. If the answer isnt on their prompt screen, they haven’t the intelligence and knowledge to fault find. It’s no point saying that the TVgo App is free as part of my services, therefore I’m not entitled to a refund due to its failure. If I didn’t have the package that I’m paying huge amounts for, I wouldn’t be ‘entitled’ to TVgo, so, in effect, I AM IN FACT PAYING FOR IT! Virgin must think I’m as stupid as they are. I’m leaving in the New Year. I WILL,NOT BE PAYING AN EARLY TERMINATION FEE EITHER, AS IM PAYING FOR SERVICES IM NOT GETTING, SO BRING IT ON VIRGIN MEDIA. I’M CERTAIN THE REGULATOR WILL INTERESTED IN THIS SHODDY EXCUSE FOR CUSTOMER SERVICE/PROBLEM SOLVING/LACK OF SUBSCRIBED APPS. Btw, the TV control app doesn’t work either. Same problems as TVgo, unable to sign it, same old error messages. Pathetic excuse for a telecommunications company.

[Dcompton]

Sad but glad to know I’m not alone in this. You’re right, the problems is never their fault is it. If I see one more ‘Oops’ error message, I’ll scream 😱. 6 months after reporting the issue, still no resolution. I think they’re hoping that I will shut up, go away and not pursue this. WRONG!

[Lynda70]

They have given up on us now and probably have closed our call.After over a year with no Virgin GO we are obviously too much bother. 
quite disgusting. 

[Dcompton]

Indeed it is. I’m going to contact the broadcasting regulator as this unacceptable service (or lack thereof). I’ll keep you updated x

[Lynda70]

Thank you