Virgin TV Go App constantly asks to Re Register IPhone 15

[Garry78]

Virgin TV Go App constantly ask to re register device on IPhone 15

[Zach_R]

Hi @Garry78,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear you're having some trouble registering a device on the Virgin TV Go app. Are you using a VPN at all or refreshing your cache and cookies? If so, this is likely causing the problem for you.

Thanks,
 

[Garry78]

No VPN used just my IPhone 15 Pro

[Matthew_ML]

When you are trying to access it are you on WIFI or mobile data?

Are you noting that you see this message more on WIFI or mobile data?

When you do register does everything work for you okay?  

[Garry78]

Hi I believe it happens on both WiFi or mobile data, however the last 2 times it was via mobile data. It works when you register again. However it doesn’t seem to remember the phone and then the next time you access the app after a few days you need to re register and obviously you can only do this 3 times in a month so eventually you are unable to register

[Beth_G]

Thanks Garry78, I understand that must be quite frustrating.

We'll likely need to raise this issue to our IT Teams for further investigation. First, can you please confirm:

The iOS version in use

The TV Go app version

When this issue was last replicated

A screenshot of the message asking you to register your device

Thank you

[Hudspith1996]

Hi, I am having this same issue and it’s really frustrating.

i have re registered my iPhone 15 pro 3 times now and I cannot do it again until May meaning I cannot use the app. It’s a joke and I have noticed that there is multiple cases of this problem and nothing seems to be getting done to resolve the issue.

details below: 

Build: 5.07.8308+10881
Device: iPhone16,2
OS: iOS 17.4.1
Video Player: Unknown
Conviva: 4.0.41
Connection Type: WiFi - (N/A)
Customer HH: 108809477_gb
Mqtt Broker Status: CONNECTED
Device IP: 192.168.1.82
OV: 4.2.33
OV Engine State: AUTH_FAILURE
OV Device Name: DE27ACDA-916E-43EF-B6B9-D92C182E198C
OV Power Status: OKAY
OV Network Status: OKAY
OV Disk Status: OKAY
OV Download Enabled: true

iPhone 15 pro max 

iOS 17.4.1

Assistance would be appreciated 

thanks

[Paul_DN]

Hi Hudspith1996,

Thank you for reaching out to us in our community and welcome, sorry to see you are facing issues with your iPhone 15 not being registered on our TV Go App, so I can help I have sent you an invite into a private chat, please click on the white envelope to accept.

Regards

Paul.

[Trin1000]

I have exactly the same issue too, so if you have a fix that would be great.

[Matthew_ML]

Hey Trin1000, thank you for reaching out and I am sorry to hear this, also a warm welcome to the community.

Let me send you a DM and we can look at resetting this for you.