Virgin TV Go keeps un registering the 1 device i use now it's locked out]

[jimmymac1987]

Same device keeps saying needs registering

[Matthew_ML]

Hey jimmymac1987, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

Have you got over the device limit at all?

What device is saying this and is it fully updated, is it an iPhone etc? Cheers 

[jimmymac1987]

Hi. It's a windows laptop running edge as chrome stopped working on TV Go a while ago.

The maximum devices has obviously been reached but by the same device 3 times. The same laptop. I only really use 3 of my devices but the laptop seems to trip out every time and make me create a new slot. 

[Web-Junkie]

I'm having the same issue as reported in this thread: TV GO App not loading on Windows 10 unless browser... - Virgin Media Community - 5435596

I've reset my laptop and wiped everything so it's a Vanilla install of Windows but the TVGO App still nags to register the device when the laptop is shutdown/rebooted even when it has been registered!

[Ashleigh_C]

Hi there @jimmymac1987 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and thank you again for posting. I am so sorry to hear that you have faced this issue with your TV Go service. I'm going to pop you a private message so we can get these device capacity reset. Can I just ask are you using an incognito browser at all when you access TV Go or have you reset cache and data after registering again?

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Ashleigh_C]

Thank you for chatting with me @jimmymac1987 via the forums and the devices have now been reset. 

Please do let us know if you have any other issues with this going forward. 

[jimmymac1987]

The same thing is still happening for my 1 device. It says I can register a new device on Dec 1st.

 

 the 3 devices which state "Mac's Laptop" are the same device.

[japitts]

@jimmymac1987 

Prior to your slots filling up and now inability to use TV Go, did each re-registration of the same device essentially overwrite the existing device and thus not take a new slot?

And something has changed recently, stopping this behaviour and now filling up the 5 allowed slots? Are you able to access the diagnostics menu on the app and post the details up?

[jimmymac1987]

Hi. I did just copy the same device over the original device for the 3 times I'm allowed to this month. I'm not sure what diagnostic screen you are refering too I'm afraid.

Nothing has changed with my device at all. I feel the password input system of the app has changed since O2 symbol was added to the login screen.

[japitts]

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@jimmymac1987 wrote:

I'm not sure what diagnostic screen you are refering too I'm afraid.

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Load the TV Go app, follow Settings (the cogwheel in the top-left corner) > Diagnostics