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mnewton77
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Virgin TV Go app thinks I’m using a sub account

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

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metaled007
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Message 2 of 14
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Re: Virgin TV Go app thinks I’m using a sub account

Same for me (new customer).  I'm still trawling the forum to see if anyone has an answer.

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Steven_L
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Message 3 of 14
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Re: Virgin TV Go app thinks I’m using a sub account

Hey and welcome to the community @mnewton77.

 

Sorry to hear that you're having issues with your TV go account.

 

I have been able to locate your account and can see that you have spoken to the team about this issue and it has been resolved. Is that correct from your side also? 

 

Regards

Steven_L

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mnewton77
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Message 4 of 14
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Re: Virgin TV Go app thinks I’m using a sub account

Yes, all has been resolved, apparently i was using wrong e-mail address and password ?

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Emily_G
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Message 5 of 14
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Re: Virgin TV Go app thinks I’m using a sub account

Glad to hear it's been resolved for you now.

 

If you have any further queries please don't hesitate to get back in touch with the community.

 

Thanks, Emily.

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Lisa_CC
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Message 6 of 14
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Re: Virgin TV Go app thinks I’m using a sub account

Hi @metaled007,

I'm just going through some threads about this as our Support Team is continuing checks in the background. Please let us know if you're still having problems with this.

Thanks,

Lisa
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metaled007
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Re: Virgin TV Go app thinks I’m using a sub account

Hi

 

yes, still having this same problem.

 

Regards, Mark M.

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Ayisha_B
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Message 8 of 14
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Re: Virgin TV Go app thinks I’m using a sub account

Hi @metaled007,

 

Thanks for coming back to us and I am sorry to hear you are still having the same issue. 

 

Can you confirm you are using the same details to access TV GO as you would to log into My Virgin Media?

 

Are you using your primary email address?

Ayisha_B
Forum Team



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metaled007
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Message 9 of 14
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Re: Virgin TV Go app thinks I’m using a sub account

Hi

 

I only have a primary email, as far as know.

Using this primary email to log into virginmedia (to check bills) - good condition

Using this primary email to log into TVGO - bad condition (error shown = Please sign in with your main user account. Sub-accounts cannot sign in.)

Tried in Chrome and Edge browsers. Cleared cache before trying too.

regards, Mark M

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Ayisha_B
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Message 10 of 14
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Re: Virgin TV Go app thinks I’m using a sub account

Thanks for clarifying that for me Mark.

 

I'm going to pop you a PM now so we can pass security and raise an IT ticket for you to get this resolved 🙂 

Ayisha_B
Forum Team



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