Forum Discussion

NottsGuy75's avatar
NottsGuy75
Joining in
5 months ago

Virgin TV GO not working on Android still!!

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!

  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 months ago

    Can you sign into My Virgin Media? It uses the same credentials as TVGo.

    • NottsGuy75's avatar
      NottsGuy75
      Joining in
      5 months ago

      Yeah no problems with my virgin media which makes it even more confusing lol

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        5 months ago

        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? 

  • Les987's avatar
    Les987
    Joining in
    5 months ago

    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.