Virgin Go

[js2910]

I am a Virgin Media customer with TV, Broadband and Telephone services.

I have had access to Virgin Go on my windows 10 PC for years.

Recently every time I log in to Virgin Go it asked me to register my device to watch programmes.  My device is "Microsoft Edge".  Now It tells me that I have used up all 5 registrations and will have to delete some but it doesn't let me delete any of the devices which are all Microsoft Edge.

There must be a fault.

Please delete all but one of the Microsoft Edge devices. I only use one device to access Virgin Go..... on my Microsoft Windows PC..

[js2910]

Any Feedback

[js2910]

Hi

Can someone please reset the 5 registered devices on my Virgin Go account.  Because of a fault/ error there are 5 registered for the same PC registration name "My Computer - Edge".  I only need one of these 5 devices to access Virgin Go programmes again.

Thanks.

JS2910

[John_GS]

Hi @js2910 

Thanks for posting and welcome back to the community.

I'll send you a PM now to assist further

Best wishes

[John_GS]

Hi @js2910 

Thanks for joining me on PM and allowing me to sort this for you.

Please do pop back to the community if you need further assistance.

Best wishes.

[js2910]

Hi John

Access to V Go was ok for the last couple of days and showing only "My Computer - Edge" device once as my only registered device which was right.   Tonight Saturday 25/11/23 at 20.40 hours I tried to access again.  I got the pop up telling me to register my device.  I didn't do it and abandon watching V Go.

Very disappointing.

What is going on?

Help please.

js2910

[Ashleigh_C]

Hi there @js2910 

Thank you so much for popping back to us and I am so sorry to hear that this has happened again! 

Can I ask if you are using an incognito browser at all? Are you refreshing data and cache after registering the device?

Do you need the device capacity reset again? 

[js2910]

Hi Ashleigh_C

Thanks for responding.

I am not using "Incognito". My Browser is Microsoft Edge on Windows 10.

I have not deleted data and cache for a while.

After John_Gs deleted the 5 "My Computer - Edge" devices for the one and only PC I use to access V Go it worked ok for a couple of days.  Now since Saturday it keeps asking me to register my device again each time I access V Go to watch a programme. The V Go "Device Management" section on V Go is holding only one device named "My Computer - Edge" but I have not reacted to these requests to register again because I know it will log me out again after 5  attempts. So I have been unable to watch anything.

What is going on with V Go access?

I know I am not the only customer having these problems.

I can feel a request for a discount on my monthly Virgin Media bill coming on soon.

Please help to get a permanent solution to this widespread problem.

Thanks.

js2910

[Gareth_L]

Hello js2910.

Thanks for replying.

Can we just ask if you are following the exact process below.

"To use Virgin TV Go in a browser please ensure you've got cookies enabled in your browser, that virginmedia.com is listed as a trusted site, your browser is set to allow protected content, and you allow pop ups from the Virgin TV Go website"

As this is a free service we would not be able to offer any discounts sorry.

Gareth_L

[js2910]

Hi Gareth

Thanks for responding.

I have cookies enabled.

Virgin Media.com is a trusted site.

My Microsoft Edge browser is set to allow protected content.

Pop ups are allowed.

Your are the fourth person to respond to me.

I have explained the problem several times and still it is not resolved

To clarify again, until recently I was able to access content and watch programmes on V Go for several years on the same PC. Now V Go keeps asking me to register the same PC device which is, "My Computer - Edge", every time I access V Go.  If I do that 5 times it blocks me off accessing the site to watch any programmes. I only use this one PC to access V Go .... no other device.

Why does this keep happening?

I know that this a widespread problem affecting many customers.

Please get Virgin Media to fix it.

Thank you.

js2910

Your are the fourth person to respond to me.

I have explained the problem several times and still it is not resolved.