Unable to log into virgin tv go app

[Mtfatcat]

Hi

I'm unable to log into virgin tv go app on any device.

1st it tells me my details are wrong. (Definitely not)

Then says try again and click the I'm not a robot box and comes up with "try again later"

This has been like this ever since I joined virgin over a month ago.

I've cleared data and cache and also uninstall and reinstalled app on my devices but still the same

Any help would be great

[newapollo]

Hi @Mtfatcat 

Have you registered for my-virgin-media ?

If not you need to do that first, and then see if can you log in there without.any problems.

[Mtfatcat]

Hi

Yes I've registered

[Travis_M]

Hi @Mtfatcat

Thanks for your posting on our community forum and a big warm welcome with this being your first post.

Sorry to hear about this issue with TVGo, are you able to try an alternative device logging in with the same account and see if this works for me please?

Regards

[Mtfatcat]

Yes I've tried other devices and it's the same thing

[Natalie_L]

Thank you for your reply. 

Can you please confirm if you have previously been able to access the online account and if the email address has been verified? 

Also could you please let us know if you have recently moved home or made changes to the package? 

Thanks, 

[Mtfatcat]

I am able to log onto my account through the virgin media app and online.

Yes email verified.

Only recently had virgin a coue month ago.

There was a issue when I first placed the order as they got it wrong so had to cancel and reorder again after a day of making the first order.

[Kath_F · Accepted solution]

Hi Mtfatcat, 

Thanks for coming back to us on this one. 

If the details are working to sign in to My VM and you're able to view your bills, there is no reason why they shouldn't work for TV Go either. 

As you are getting an error, I'd like to reset things at this end. In order to do this we will need to confirm some information with you so I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Mtfatcat]

Thank you Kath. Everything sorted now.

[Steven_L]

Thanks for coming back to us Mtfatcat and I'm glad to hear that its all sorted now.

Kind Regards,

Steven_L