on 18-09-2024 22:54
My Virgin TV Go has not been working on Android for over a year now...nearly two!
I have made multiple complaints to awful customer services where I keep being promised a call back that never happens and when I call back get asked to explain the situation like it's the first call. Probably made 20 calls, made 3 formal complaints but they keep closing the complaint as resolved when it hasn't been
I have tried uninstalling the app and reinstalling.
Tried it on multiple devices (iPad, phone, laptop) no joy
Tried it on wifi and on normal phone signal no joy
Tried changing password with no joy
I just keep getting a message as the app is loading up saying 'Service not available - Oops the service isn't available at the moment try in a few minutes'
I am technically minded but don't understand why it clearly works for some people so it's not an app problem but don't know how it doesn't work on any device on or off WiFi. I assume it might be connected with user name or log in but try and explain this to a customer services agent in India so they understand....they have been very polite but as soon as they realise it's a complex issue they hang up or put me through to someone else who starts asking the basic questions again. I call back and ask to escalate it to a manager and I get told I will get a call back which hardly ever happens and when it does it's just another normal member of customer services who asks me to explain the situation from the beginning and then they say they will escalate it. I'm going round in circles.
Has anyone had this issue and had it resolved. I'm nearly 2 years in now and am close to raising a complaint with the Ombersdsman but thought I'd try this community first!
on 19-09-2024 00:17
Can you sign into My Virgin Media? It uses the same credentials as TVGo.
on 19-09-2024 10:26
Yeah no problems with my virgin media which makes it even more confusing lol
on 20-09-2024 14:25
Hey NottsGuy75, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.
Which operating system are you on Android?
Does it work on any of the devices?
Also does it work for any one at all?
Have you gone over the device limit of 5?
What Android phone do you have?
Matt - Forum Team
New around here?
on 20-09-2024 16:28
I share your frustration! I have a very similar experience - the oops message. Using same sign in as other apps which work fine. tvgo displays nothing. I can sign in, but still shows nothing. I have 0 registered devices but cannot register my phone. On the one occasion I managed to get a register now message, it said I was already registered - odd. to say the least. Very annoying not to be able to use the app. I have a VPN but it makes no difference whether that is on or off.
on 20-09-2024 16:35
I am on Android One Ui 6.1. Android Version 14.
I am a very technical guy and have done lots of troubleshooting but it makes no sense to me as it doesn't work on any device. I have tried Ipad, Laptop, and phone . What confuses me is that you don't even get to log in. It loads the login screen but before you can put details in it says 'Oops sorry service not available right now. Please try again in a few minutes'
I have tried changing passwords, unistalling the app and reinstalling it. Tried it on Wifi, normal phone signal and on other WiFi networks.
It is a mystery but has been reported on here by other users exactly the same but it doesn't mention if or how it was resolved.
Customer services have been useless and everyone I talk to speaks to me like it's the first exploratory call. They either hang up once they realise it's complicated. Or they escalate it and I either never hear anything or if I do its just another CS agent or manager but they talk to me like it'd the first exploratory call again
I think my only option is to complain to the Ombersdman as this has beeb going on for 18 months now....and I am not getting the full service.
It was working fine until I looked to change my password and then this all started lol
on 20-09-2024 16:36
on 20-09-2024 16:44
How do I look to see how many devices are registered? Although I am 100% sure it's only 1 but I have tried on multiple devices to try and get it to work....I don't know if that would effect anything?
on 21-09-2024 18:00
Hi @NottsGuy75 thanks for reaching out and welcome to our community.
Sorry to hear you're unable to access TV Go on your android device. Please can you confirm if you've got other (non-android) devices that you've been able to test if there's an issue?
Regards
Lee_R
on 22-09-2024 12:50
Hi, as explained in my original message I have tried it on Android phone, Ipad(apple), laptop ....same result with all 3