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Virgin TV Go App constantly asks to Re Register IPhone 15

Garry78
Joining in

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

7 REPLIES 7

Zach_R
Forum Team
Forum Team

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,
 


Zach - Forum Team
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No VPN used just my IPhone 15 Pro

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?  

Matt - Forum Team


New around here?

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

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

Beth

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

 

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.