Virgin TV Go App asking to register same device every time

[Cartini]

Hi, I`m having the same problem with having to register the same device over and over and over and over and over again.  I now can`t register the same device (which, by the way, has been the only one to use Virgin TV go for as long as I can remember) until 1st February. 

Please could you resolve this for me and ensure that it won`t happen again.

On another note, for the first time ever, I`ve been prompted to apply a code to watch 12+ material.  Thankfully Dr Google helped there.

Thank you,

Cartini

[Kath_P]

Hi Cartini, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having an issue with TV Go re-registering your device each time you use it. This usually only happens if your cookies or cache have been refreshed/deleted. 

The TV Go app tracks cookies to view whether the device has been used previously and if not then it asks you to re-register it. Can you let us know the following?:

• What device you are using?
• What browser are you using?
• Are there any updates pending on your device?

Please also check your browser settings to ensure it's not set for the cookies to be removed each time you close the browser. If it is automatic, please disable this. 

Keep us posted on how things go. 

Thanks, 

[Cartini]

Hi Kath_F,

Thank you for your reply.

I`m using a laptop, the same one I`ve been using for over 2 years.
I`m using Firefox; this is the only browser I use
No updates are pending
Cookies are not set to be deleted automatically

As I said in my original post, despite using the same laptop with the same browser for a number of years, this has not happened before.

As much as having to re-register my laptop is a pain, that isn`t the immediate problem; the immediate problem is that I can`t refresh my device until 1st Feb.

Thank you,

Cartini

[Zach_R]

Hi @Cartini, 

Thank you for getting back to us and expanding on this. Do you happen to use a VPN at all, or use the Firefox browser in incognito/private mode? This will also present cookie related issues which would explain why this is happening.

Thanks,
 

[Cartini]

Hi Zach_R,

I don`t use a VPN on my laptop (it triggers warnings from Microfarce) and some of my banks / building societies won`t let me in via VPN.

I also don`t use incognito / private mode on Firefox.

Thank you,

Cartini

[Kain_W]

Thanks for getting back to us Cartini,

So just regarding this to investigate matters further, please expect a PM from myself.

The message will appear within the envelope icon.

Regards,