TV GO App / Sky sports App - stopped working 😔

[pauldc]

Hi,

I have ipad2 mini, 2015, iOS 12.5.7, and my sky sports app using virgin media login logo stopped working. Unknown error was message. Done all the usual checks, uninstalls, reboots etc, no luck. 

Then trying to fix that, Virgin TV go app will not allow me to login, was fine, and states Service not Available, oops, service not available. Try again in a few minutes.

This does not resolve. Uninstall reinstall all usual stuff to try, different network, mobile data all the same. 

To be clear, the Apps work, they load, and for any terrestrial TV all fine, this only happens when having to sign in so I can watch what I subscribe to.

Interestingly, trying to login to Virgin Media website also fails, enter username email / password, it scrolls along, and does not log in.

All works fine on my Huawei pro 30 and my Win 10 pc.

Further testing, installed on Samsung S10, both working no issues.

Is this due to the age of the iPad, as both apps available and will install from apple store. Virgin TV go app even states my device is compatible.

Please help, thanks 

[Steven_L · Accepted solution]

Hey pauldc,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your TV GO App on your Ipad. The version of iOS shouldn't be an issue as the service supports from iOS 11 onwards, so thats probably not the issue and you've tried all of the usual recommended steps. Would you be able to reset your account password and then try again, this may refresh your account and refresh your login on the device. Please give this a try and let us know, if it helps at all, if this doesn't help we can get the issues looked into further.

Kind Regards,

Steven_L

[pauldc]

Thanks Steven, resetting password makes no difference.

Something has changed in last few weeks, and suggest it is iOS related, especially when I can install it on a 8/9 yr old Huawei and no issues with TV go or hopping over to sky sports using virgin credentials. 

iPad is mini2, 12.5.7, using virgin media fibre BB, or volt O2/virgin hotspot as test.

I think this is some security setting/update.... Please assist, thanks 

[Daniel_Et]

Hi @pauldc, thank you for your response.

We're sorry to hear that resetting the password hasn't made any difference 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[Jpjbtp79]

Hi / having exactly same problem. Identical, have tried all the same things and no joy. Was wondering if you fixed this and could I have the answer please 

[John_GS]

Good afternoon @Jpjbtp79 

Thanks for posting and welcome to the community.

Sorry to hear of the app issues. 

What error message are you getting please?

Is this only on one device or are more affected?

Best wishes.

[Jpjbtp79]

hi, thanks for getting back to me .its only stopped working on one of my iPads , iPad Air using firmware 12.7.1, virgin tv go app and sky sports through virgin have been working and started saying opps unknown error just before Christmas .

have tried everything suggested by one of your colleagues to someone else on forums with exactly same problem. I have another iPad and it’s fine on this one ( is a lot newer ) . No luck , have spoken with other person and he is still waiting for a response with fix .. I have done all uninstalling , resetting , changing password . As I said it works on one and not the other . iOS problem? 

[Zoie_P]

Hi @Jpjbtp79, 

Thank you for your reply, can you please confirm does the app work on other devices also, and is it just the iPad you are having issues with?

Thanks, 

Zoie

[Jpjbtp79]

Hi Zoie, 

yes it works on my other (newer) iPad , my sons iPad, my iPhone and did work on this one, but stopped just before Christmas 

[Kath_P]

Hi Jpjbtp79, 

Thanks for coming back to us and confirming this. 

As it's working on other devices, this would rule out the issue being an account one. It's certainly something to do with the device itself. 

• Are there any pending app updates within the App Store?
• Are there any pending software updates for the iOS device?
• Has anything been downloaded on the device that wasn't there previously when it was working?

Pop back and let us know. 

Thanks,