TV GO Still Not Working

[Fox_35]

Hi, It is now 3 weeks since I first reported the app not working via telephone, web chat, contact us form and several times on here too. However, I have still not received a fix or an update on the issue. Any help appreciated.

[Carley_S]

Hi @Fox_35 

Welcome to the community forums 

Sorry to hear you're having issues with your TVGO access. I've not been able to find any of your previous conversations you mentioned regarding this on the profile used on this thread. However after investigation, we've found another profile that you've created previously and can see you're already getting support on this through private message with one of my colleagues. Do you still have access to this profile?

Either way, I would say that you please reach back out to my colleague over that private message and they'll be able to assist you further with any updates. Creating another profile would not get any quicker or different results, in fact, if we hadn't found your other profile, you would've started again from scratch here with questioning and investigation. We kindly ask member not to create multiple threads on the same issue so we can support clearly within one space, this also helps other members should they also have similar questions or concerns find the answers they need.   

[Fox_35]

No I have not heard from Ash or anyone from Virgin Media since last week!

[Fox_35]

I created other threads because I am constantly ignored now for over 3 weeks!

[Matthew_ML]

Hey Fox_35, thank you for reaching out and I am sorry to hear this.

If you are in PM with my colleague Ash, she will reach back out it is not an instant reply on here.

I would advise sending her another message.

[Fox_35]

So it is now approaching 4 weeks since I first reported a login "Oops something's gone wrong…" issue whilst trying to use the TV GO app. I was originally promised a fix within 5 days during a telephone consultation, then promised callbacks and help from here, but still nothing. I am blatantly ignored!

[Steven_L]

Thanks for coming back to us Fox_35, I have looked into this and can see that your ticket is still with the support team. I will get this chased for an update and get back to you as soon as I can.

Kind Regards,

Steven_L

[Fox_35]

@Steven_L Thank you for coming back to me with an update at least. Appreciated.

[Fox_35]

Still nothing. 4 weeks now.

[Kath_F]

Hi Fox_35, 

Thanks for coming back to us on this one. Having 2 running threads under different usernames means there is a duplication in work resulting in delays coming back to you. Please choose which username you would like to proceed with. 

As you've been in a private message with Ash, please go back to her to let her know you're continuing to have the same issue and she can then raise this further for you. It does sound as though we're waiting on an update from the team and whilst you may feel like you're being ignored, this is not the case. It can sometimes take a while for the team to resolve certain faults. 

Apologies once again for the in convenience. 

Thanks,