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DODGERN
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Unable to replace device in device management setting with Virgin TV Go

My wife has replaced her tablet and cannot use TV Go as her old tablet is registered, as well as mine.
I have opened the device management setting on my device to remove her old device. Unfortunately tapping on the 'Replace' logo beside her device has no effect.
How do I change this device to her new tablet?

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Re: Unable to replace device in device management setting with Virgin TV Go

Sorry to hear that you're having issues with our TV Go app

 

I just tried to do the same on my phone and the replace device button simply doesn't work at all.

 

Have you tried to register the new device on the TV Go app? You can have up to 4 devices registered on the app. I know that you should be able to replace them as you need, if you could try adding the new device and then we can look into removing the old device from the app.

 

Thanks

Steven_L

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DODGERN
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Re: Unable to replace device in device management setting with Virgin TV Go

Hi Steven,

I have already replied to the message but VM doesn't seem to have published it?
All sorted now but the old tablet is still showing in device management. It won't respond to being changed.
I changed it on the new device as the device management doesn't work.

Thank you,
Roger.

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Re: Unable to replace device in device management setting with Virgin TV Go

Good Morning Roger,

 

Sorry to see that you're still struggling to remove the tablet from the TV Go application.

 

If you're still seeking assistance, do please drop me a response and I'll be happy to pick this up for you

 

Kindest regards,

 

David 

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DODGERN
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Re: Unable to replace device in device management setting with Virgin TV Go

Hi David,

Thanks for reply.
As previously commented in the thread I have managed to register the new device, replacing her old one, on my wife's tablet.
However my tablet (Account holder) device management settings would not let me implement the change. It is also still showing her old device as being installed. It will not respond to tapping on the 'change' icon by the side of her old device.

Kind regards,
Roger.

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Re: Unable to replace device in device management setting with Virgin TV Go

Thanks for the response Roger,

 

Let see if we can take a closer look into this for you,

 

I'll drop you a PM which you will see in the top right hand corner via the purple envelope

 

Kindest regards,

 

David_Bn

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georgeb25354
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Message 7 of 9
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Re: Unable to replace device in device management setting with Virgin TV Go

Hi,

I'm having the same problem managing devices. I can't remove my old phone (having tried several times over the course of a couple of weeks). I get a "Sorry - we can't register your device at the moment" and "Hmm .. We can't register your device. Please try again in a few moments."

Even though only three devices are showing as registered when going on to Sky Sports I get the message telling me that only two devices can be used simultaneously even though there is only one other device accessing Sky Sports at the time. When the other device logs off, I can watch Sky Sports on my phone.

It would seem that there are two separate problems?:

 - Sky seems to think that another device is permanently logged in

 - the Virgin TV Go app will not allow devices to be replaced.

Can you help, please?

George.

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Re: Unable to replace device in device management setting with Virgin TV Go

Hi georgeb25354, thanks for getting in touch.

 

Sorry to hear you've encountered these issues. 

 

With regards to Sky thinking that another device is permanently logged in, have you been able to check the browsers you've logged in on previously to ensure you're not still logged in? 

 

We can help reset the registered devices for the TV GO app - I'll send a PM shortly to confirm some details that will allow us to help further.

 

Tom

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georgeb25354
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Re: Unable to replace device in device management setting with Virgin TV Go

Hi Tom,

Would the PM have come through by email? Is it possible I've missed it?

As far as I'm aware, I've shut down the phones and computers which might have been using Sky Go. Are you able to reset the Sky Go devices as well?

Rgds,

 

G.

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