I'm a new VM customer since last Wednesday. I'm able to sign in my VM account via the website and My Virgin Media app no problem. However I'm unable to login the TV Go or Remote Control app.
The TV Go app when I try sign in says "Sign in failed" - I know my password is correct, as the same one works in the My VM app. Also if I intentionally put the wrong password in, the message changes to "Your username or password are incorrect" - so it knows my p/w is correct, but will not let me sign in...
The Remote Control app when I sign in goes to a "No Compatible Virgin TV Boxes Found" however we have 2x working TV boxes (I'm on the Ultimate Oomph! package). I'm on the VM Hub's WiFi too, nothing strange all stock router supplied. I've tried removing and re-installing the app too (iPhone 12 Pro) this doesn't help. I've tried both apps on my wife's iPhone 12 too and I get the same error messages.
I've called up twice, both times been told it's been raised with your IT and no one is getting back to me. I've searched these forums and found people with the same issue but no resolutions.
It's part of the service I'm paying for (especially the TV Go) and I can't login or use it! I thought it would be a simple case of "oh, new customer and database is borked. We just need to activate this button here" but no one seems to have a clue...
Can someone please help? Internet works great, the TV works great on the boxes. But I just can't get either of these 2 apps to run.
Really sorry to hear of the TV Go log in issues, we appreciate you taking the time to raise this via the forums and welcome to the community.
From what you have advised everything seems to beset up correctly with your account, if you can use the same details to access your online account and the MyVM app those same details should let you access TV Go.
I have raised this with our IT team to look into further as it may be an access issue from when the account was originally set up. As soon as I get an update on this I'll let you know here.