Virgin TV Go doesn't let me sign in?

[gurpal1305]

Hi

It won't let me sign in via the app on my phone. It works fine on my laptop. I have deleted and reinstalled the app but it still doesn't work.

Kind regards 

[Carley_S]

Hi @gurpal1305

Welcome back the community 

Sorry to hear that you've not been able to sign onto the TVGO app on your phone. What error code or message do you see when you try to log in?

[gurpal1305]

 

Here is the message I get

[Chris_W1]

Hi gurpal1305, thanks for the message and welcome back to the forums. 

I am sorry to hear that you are having issues with the TVGO service

Can you confirm if this is the same on the laptop also? 

Kind regards 

Chris. 

[gurpal1305]

It works fine on the laptop

[Ashleigh_C]

I'm so sorry to hear that this is happening and thank you for confirming @gurpal1305

Can you confirm what make and model phone you have? Are you also using the most up to date version of the app? 

Are you able to access your account on other phones at all? 

Thank you. 

[gurpal1305]

It works on the laptop, just not on my mobile phone s21 ultra

[Robert_P]

Have you checked for any updates to either handsets software or the TV Go app? Also, can you delete the cache for the app and try again for us please?

Rob

[gurpal1305]

Hi,

I have tried that all.

My phone is up to date. The app has been deleted and installed. All app data has been deleted including cache.

It is still not working 

[Zach_R]

Hi @gurpal1305,

Thanks for expanding. Can you also confirm any other troubleshooting that you've performed in an effort to remedy this issue?

Thanks,