Virgin TV Go - Maximum Devices Reached

[GDR23]

Hello All

We seem to be having some issues with the Virgin TV Go service.
We have registered a Windows 10 PC & a Windows 10 Laptop as our 2 devices.

Accessing SkySports channels is fine, but when trying to view anything on Virgin TV Go we are informed that this is a new device and cannot be registered as we already have 2 active devices.

We are using the exact same machines as when both were originally registered.
This happened on Saturday on the PC, so we used our allotted change to re-register the PC, which worked for that day, but when trying on Monday the same message appeared: “CAN'T REGISTER THIS DEVICE
You have reached the maximum number of devices you can stream with. You can use one of the already registered devices or register a new”

We have cleared the browser settings etc, but this has had no effect.
We are logging in successfully via Microsoft Edge, which we originally registered the devices with.

After checking through the forums, someone advised that using the Windows 10 app would be a better option, which we have now installed.

We are now having some problems contacting Virgin however (Online Chat seems offline at the moment and we are struggling to get through to speak to someone).

The issue is we are not sure why this keeps refusing to use the devices we have already registered.
Has anyone else had any similar issues?

Many Thanks

[Natalie_L]

Hi Smiffy1968, 

We would be happy to assist. I will just need to take a few details via private message first 🙂

I will pop this over to you now and it should be available via the purple envelope on the top right of this page. 

Speak soon, 

[Smiffy1968]

Smiffy1968, a big thank you to Natalie_L from the Forum Team for the help, Paul.

[Kain_W]

No problem at all Smiffy1968,

I'll ensure the message is passed on to Natalie for you!

Take care,

[nobley]

Could someone reset my devices for me because I clear cookies too often.

Thanks in advance

[Paul_DN]

Hi nobley,

Thank you for reaching out to us in our community and welcome, sorry to hear you have reached your device amount this month due to clearing cookie's and the App not remembering the device.

If you set for cookies to auto delete when restarted please change this to avoid this happening again, we can reset this as a one off however it is not something we can do on a regular basis.

So I can help further I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.

[Paul_DN]

Hi nobley,

Thank you for joining me in a private chat and for clearing security, as a one off I have reset your devices however this isn't something we can generally do, please change your settings not to clear your Cache and cookies automatically which will stop this happening again.

If you do need any further support around this please do not hesitate to reach back out.

Regards

Paul.

[deanrecord]

Hi

I am experiencing the same issue. I can see that the device I am using is registered under current devices, but when I try to watch something it tells me that device limit has been reached.

Please help

[John_GS]

Hi @deanrecord

Thanks for posting and welcome back to the community. 

I'll PM you now to reset these but please make your own thread in the future 🙂

Best,

[John_GS]

Hi @deanrecord

Thanks for sending me the details. TV Go devices reset - if you need further assistance, pop us a new post (on a new thread 🙂 and we'll assist further.

best,

[XmasGhost]

Hello,

Could you please reset my device list please? Do you not think virgin could and should have sorted this problem by now?

Regards,

XmasGhost.