Re-link wife’s iPad to Virgin Go app after factory reset

[RG59]

Wife had to factory reset her iPad & now having trouble getting Virgin go set up. We have 360 box plus second box (with different number) she uses in the bedroom, & all worked fine before reset. Do I have to use my email address & password on her iPad to connect??. Can’t remember how we set it up in the first place.

[newapollo]

You use the same sign in details as when you log in to My Virgin Media.

[roy247 · Accepted solution]

If you have the TVGO app on another device I would sign in on that device and then go to Settings, Device management and delete the old iPad entry first. (They will just get duplicated).

On the IPad if you have installed the TVGO app then you will need to sign in again with your email address and password and you should be OK.

[RG59]

So to clarify, (I am the account holder) I have to use my email address and password on her iPad…not her email and password?

[roy247]

Yes the Virgin account holder has to sign in.

[RG59]

Many thanks, I’ve signed in and it has worked, but there is no ‘guide’ option showing (it shows on my iPad), so she can’t browse and schedule recordings. Apparently she used the ‘tv control app’ to do this prior to the factory reset. So I have another quick question; does she use her password on this app or do I have to also sign in on her iPad to access the guide? It’s very strange that my tv go app has ‘guide’ & hers does not??.

[RG59]

…and as we have the second (smaller) box in the other room, her iPad was connected to that box (different number to the main box)..? I’m afraid I find all of this very confusing and hope you can help me straighten this out…

[RG59]

Her ‘tv control app’ has a message saying “This app is having trouble communicating with your Virgin tv box. Error code : middlemindError

[roy247]

If you have a 360 box then the TV control app shouldn't work that was for the V6 box.

If the TVGO app is on your wife's iPad just use your email address and password to sign in, the iPad and app should remember this, I use android but it should be similar, just tap on the sign in and it will come up with your email address and the same for the password, once you have used the app.

[RG59]

Thanks again. I have signed in on her iPad and the Tv go app has worked but it doesn’t have the ‘guide’ option. And I have just gone into my app and I have now Lost my guide option. This is what I use to see all the channels and days ahead to programme all recordings. I fear something has gone wrong as I had this function/tab at the bottom of my screen alongside Home/Live tv/Box sets & movies/ saved. It has now disappeared, since I signed in on the wife’s iPad???