Unable to watch recordings on Virgin TV Go

[poulter94]

Hi,

Whenever I try to watch a recorded show in my S22 Ultra I get the error 'Not available Sorry - we can't play this at the moment 1', please can you advise how I can fix this? I don't get this error on my Samsung Tab S6...

Thanks,

Lee

[Spadams96]

Model Name Samsung Galaxy Tab A (8.0", 2019)

Model Number SM-T295

Software is up to date

App version 5.07.8308 same as on phone

I did 'Clear data' and 'Clear cache' from the storage section of the app settings. Is there anywhere else I need to be clearing cache and cookies from?

Thanks

Stephen

[David_Bn]

Thanks for coming back to us @Spadams96, can you please confirm if there has been a request to clear the registered devices on your account to see if re-registering them can be completed and then offer a fix to this issue.

Thanks,

David_Bn

[Spadams96]

David_Bn

No there has not been any such request.

If this would be useful I would be happy to have them cleared and re registered. 

Thanks 

[Carley_S]

Hi @Spadams96 

Thanks for getting back to us. 

Just to confirm on the tablet you do not have a VPN enabled or other software which may interfere with the Virgin Media network information being received from the set top box to your tablet at all?
Does the recordings work at all from the browser here rather than the app? If you have your cookies disabled, it may register the device as a new device when you sign in through the browser, just be aware of the amount of times you sign in on the site through the browser if this is the case as will register as a new devices each time. 

[Spadams96]

I don't have a vpn or other interfering software I am aware of. 

I have tried the website on 4 different devices and I can't watch recordings on any of them. Every single recording says tv box only. This includes the phone where I can watch recordings on the app no problem. 

[Ashleigh_C]

Thank you again @Spadams96 

I'm going to pop you across a private message so we can take a look into this and try and reset the devices. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[ktusek]

Hi

I have the same issue after changing my phone. Could anyone help please?

Thanks a lot.

[Daniel_Et]

Hi @ktusek 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the issue you're experiencing 😔

I can see you spoke to the team around the same time you posted yesterday. Has a resolution to the issue been provided?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[ktusek]

Hi Daniel,

I still have the issue. I was told by your colleagues to try on another device, however I won't be having access to another one for another few days. Is there anything that can be done without trying on another device?

Thanks a lot.

Kind regards,

Kristina

[Zach_R]

Hi @ktusek,

Trying a different device is part of the troubleshooting and diagnostics to try and determine what the fault is exactly. This in turn helps us to determine the best fix ASAP, and if the problem is device related then one of the key ways to test this is to use a different device.

Please let us know how you get on when you're able to test one and we'll proceed from there.

Thanks,