I can't do anything yet until I can change my devices. Unfortunately I'm not prepared to hang on listening to muzak for an hour waiting, again. That I can do it on one Win10 device and not the other implies that it is an issue with the browser. I am looking to Virgin to tell me what the actual issue is. To my mind, every time I log in on my workstation TVGO sees my computer as a new device. I don't know if there is something in the browser that makes my PC create a new IP address every time or not. I'm not computer literate to work out if that is the issue and how to solve it. I've tinkered with my cookie settings, but because I am blocked out I can't test it. What I need is for Virgin to look at this and work out the issue Bizarrely it seemed to be about the same time my Norton subscription ran out. Could it be a Windows firewall setting?