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roym1
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Sub Accounts Cannot Sign in Error

Hi, 

I've been getting the error below. I've checked your forums and other people have been too. For theirs they required an IT ticket to be raised to fix this.

Oops, that hasn’t worked!

Please sign in with your main user account. Sub-accounts cannot sign in.
 
I've tried using on the different browsers I have set up and all return the same error. My account has worked for years with the same ntlworld email address and password.
 
Please can you fix this as soon as possible? I don't want to miss anymore football, especially when there's very little else to do.
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Emily_G
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Re: Sub Accounts Cannot Sign in Error

Thank you for the post Roym1 and welcome to our community.

 

Can we please confirm if you've attempted to clear the cache of the web browser?

Have you also attempted to uninstall and reinstall the app?

Are you still able to log into your My Virgin Media account where you see your bills? If so is this the same information you're using to log into the TVGO app?

 

Let us know, Emily.

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roym1
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Re: Sub Accounts Cannot Sign in Error

Hi Emily,

Yes I can log in to My Virgin Media

I'm trying to watch through Google chrome, and have also tried the laptop app. I did clear my cache but that's had no effect.

Thanks,

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Emily_G
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Re: Sub Accounts Cannot Sign in Error

Thank you for confirming that, are you using the same information to log into the TVGO app that you've used to log into the My Virgin Media section? 

 

Let us know, Emily.

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roym1
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Re: Sub Accounts Cannot Sign in Error

Thanks Emily, yes it's the same log in info

Thanks

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Emily_G
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Re: Sub Accounts Cannot Sign in Error

Thank you for confirming, we just need to pass some security for one other check, I'll send you a private message now if you can please respond to this by going to the purple envelope in the top right of your screen.

 

Thanks, Emily.

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