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Fishiam
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Virgin TV Go app thinks I’m using a sub account

Hi

i have a similar problem to the the thread I have been reading on https://community.virginmedia.com/t5/TV-on-the-go/Virgin-TV-Go-app-thinks-I-m-using-a-sub-account/td... and I have tried all the usual problem resolving steps such as password reset, app reinstall. ensured I am using the correct account on My Virgin Media, etc which has made no difference.

i read on the above thread that a ticket needs to be passed to the second line to sync all accounts and could somebody please point me in the right direction n how to raise a ticket for this. I have not had great experiences with Virgin over the phone and would like a less painful and seamless way to do this. Unfortunately, I cannot find any means to raise a fault pertaining to the TV Go app and My Virgin Media account details.

Many Thanks

Fish

 

 

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Crockret
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Message 2 of 25
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Re: Virgin TV Go app thinks I’m using a sub account

Someone on the forum team, and someone else on the social media team have said that they are aware of the problem & working on it. They are both infamous for plain lip-service though, so that may or may not be true. (A quick look at the VM service status page would suggest they are actually none the wiser and not actually working on it at all. )

Yours isn't a unique fault. You have done the right thing by posting here & adding your name to the hundreds if not thousands of customers that are experiencing the same difficulties that you are.

Corey_C
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Message 3 of 25
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Re: Virgin TV Go app thinks I’m using a sub account

Hi Fishiam,

 

Thanks for your post and welcome to the Community Forums. We have raised another ticket and will have out IT teams look into this. 

 

Cheers,

Corey C

 

 

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Fishiam
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Message 4 of 25
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Re: Virgin TV Go app thinks I’m using a sub account

Thank you.

The problem is still an issue and cannot log in. This seems to have started after adding sky sports to Maxit. Pretty annoying that you can’t individually raise a fault against this.

Still, it’s nice I get these lovely  pms to tell me I have a new badge. Every time I see that I can’t log in, I think of my new, shiny badge and it makes me feel all warm and fuzzy inside. 

Cruddler
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Message 5 of 25
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Re: Virgin TV Go app thinks I’m using a sub account

I am also having this error.

I am a brand new customer.

Please advise how I can log into Virgin TV Go?

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Natalie_L
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Message 6 of 25
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Re: Virgin TV Go app thinks I’m using a sub account

Hi Cruddler, 

 

Thank you you for getting in touch and apologies for the delay in response. 

 

I am sorry to hear you are experiencing issues when logging in to the TV Go service. 

Is the account showing as a secondary or sub account please? 

 

 

Nat
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Cruddler
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Message 7 of 25
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Re: Virgin TV Go app thinks I’m using a sub account

Hi Natalie,

The error message reads as follows:

Oops, that hasn’t worked!

Please sign in with your main user account. Sub-accounts cannot sign in.
 
Can you please assist ASAP as I need to use the Virgin Go service while away.
 
Thanks
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Natalie_L
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Re: Virgin TV Go app thinks I’m using a sub account

Thank you for confirming. 

 

I am going to need to check this from our side so I am going to send you a quick message to grab some further details. 

 

The message will be available via the purple envelope on the top right of this page. 

 

Speak soon, 

 

 

Nat
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KieranLamb99
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Message 9 of 25
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Re: Virgin TV Go app thinks I’m using a sub account

Hi There,

I am having a similar issue where it is saying I'm using a sub account which i am not. Please would someone be able to help me with this as its frustrating not being able to use this additional service which is good.

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Gareth_L
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Message 10 of 25
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Re: Virgin TV Go app thinks I’m using a sub account

Hey KieranLamb99

I am sorry this is happening to you as well 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L
 

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