Sorry - We Can't Play This At The Moment

[Anonymous]

Sick to death of seeing this message.

It appears randomly, without warning 

What excuse do you have?

[jhactually]

It's TV Go and it's happening AGAIN!

I cannot access ANY channel from my PC which was working yesterday.

[Zak_M]

Thank you for coming back to us @jhactually 

Really sorry to hear that you have had some issues with this. 

Can you clear your cache & cookies and let us know if this make a difference.

Kind regards,

Zak_M 

[jhactually]

YEs, that did work on this occasion. Why?

I did however have to re-register my device which is getting confusing as they all have the same name (My Computer - Mozilla Firefox) - as I use Firefox on other computers.

I also can't delete or replace any profiles any way.

[Hayley_S]

Thank you for confirming this @jhactually,

Sometimes this needs to be done to erase any possible glitches or errors in the system.

Are you able to use everything okay now?

Look forward to hearing back from you.

[robert_fernando]

I am getting this error on tv to go android app. Samsung a40 android 11

Robert

[robert_fernando]

Diagnostic from android app

• Build : 4.31.1 Prod (4.31.16.080)
  Device : samsung SM-A405FN
  OS : Android 11 (API 30)
  Video Player : 2.11.7
  OV : 3.15.15
  Conviva : 4.0.10.141
  Connection type : WiFi - (N/A)
  Customer HH : 109788764
  MQTT broker : DISCONNECTED
  Device IP address : 192.168.0.13
  MQTT CPE status : Unknown
  Last Mqtt status check : No attempt

Robert fernando

[robert_fernando]

How do you delete and readd the current Device from the Android app manage device screen

This may fix my issue?

Robert Fernando 

[Molly_G]

Hi @robert_fernando,

Thanks for your post and sorry to hear that you're experiencing this issue with TV Go.

Just to confirm, have you been able to watch TV Go from any other device and if so, does the error pop up there? 

You should be able to 'replace' the devices via the management screen, but I don't think you will be able to necessarily delete and re-add on the same device.

I would be able to clear the devices from our end so that you can add the device if you like? Let me know if you'd want me to, 

[Martinx]

Having the same problem on a Windows 10 PC.

I have tried Edge, Chrome and Firefox (all most up to date versions)

The app is working on my Android phone and iPhone with minor problems which I can just about put up with. Paying for a service that is not available on all platforms is rediculous. Moving to sky may be the best option unless this poor service is fixed.

MartinX

[Zoie_P]

Hi Martinx,

Thanks for your reply, sorry to hear you are having issues on your PC, 

please note our TVGO is a free service included in your package.

I can reset all the devices from my end to see if this helps, let us know

Zoie