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DanTheStripe
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TV Go thinks I'm using a sub account

Trying to log in to TV Go on a browser - put my account details in, it says they are incorrect. I put them in again, it asks to verify that I am human, I do so and it then goes through to a page which promptly tells me:

"Oops, that hasn’t worked!

Please sign in with your main user account. Sub-accounts cannot sign in."
 
But this isn't a sub-account.
 
I've seen many people with this issue on this forum. Any help is appreciated.
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DanTheStripe
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Re: TV Go thinks I'm using a sub account

The only thing I'm thinking it could be is that I'm fairly sure the email on the account has changed since it was set up originally.

It doesn't work on any device, either. iPad app just gives me "Sign-in failed".

But I *can* use the exact same details to sign in to My Virgin Media, username and password. Someone please respond ASAP if you know what could fix this.

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Travis_M
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Re: TV Go thinks I'm using a sub account

Hi @DanTheStripe

 

Thanks for posting on the community forum! My apologies for the inconvenience.

 

Can you log into your webmail / Virgin account fine? Is it only TVGo in which you experience issues with.

 

Regards

Travis_M
Forum Team



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DanTheStripe
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Re: TV Go thinks I'm using a sub account

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Megan_L
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Re: TV Go thinks I'm using a sub account

Hi Danthestripe, 

Thanks for using the forums to get this issue with your TVGO services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you. Would you be able to take some screenshots of the error messages you are getting please? 

You can post them on here so we can take a look and possibly raise an IT ticket to get it investigated.

Thanks,

Megan_L

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DanTheStripe
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Re: TV Go thinks I'm using a sub account

PC website errorPC website erroriPad app erroriPad app error

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Laurie_C
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Re: TV Go thinks I'm using a sub account

Hi @DanTheStripe,

 

Thanks for getting back to us. I'm just going to confirm a few more details with you via Private Message so that we can get an IT ticket raised for this issue. Please keep an eye out for a purple envelope in the top right corner of your screen.

 

Thanks,

Laurie

Laurie_C
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