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

jimmymac1987
Joining in

Same device keeps saying needs registering

13 REPLIES 13

Matthew_ML
Forum Team
Forum Team

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 

Matt - Forum Team


New around here?

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
Dialled in

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!

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.
 

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. 

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

1701157106331645178417630418989.jpg

1701157147404363567798282025597.jpg

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

japitts
Very Insightful Person
Very Insightful Person

@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?

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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
Very Insightful Person
Very Insightful Person

@jimmymac1987 wrote:

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


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

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