VirginTV Go - Maximum of Devices Reached

[Jakz82]

Every time I use the app it says my device limit has been reached so I need to replace one of my registered devices, even though the device that I'm using is already registered! I couldn't use the app for most of January as had to wait until 1st February before I could replace any more devices. 

On thursday 1st feb I used the app, so to use my samsung SM-S908B, I had to replace one of my registered devices, so replaced with the same samsung SM-S908B, and I was able to use it on Thursday evening.

I turned the app on again this morning to watch football and I've had to replace the device again with itself! So we're now on 3rd February and I've used 2 of my 3 device changes for the month already on the same device!

Basically I can only use the app 3 times in a calendar month because it doesn't recognise my device.

This didn't used to happen what's going on?

[Akua_A]

Hi @Jakz82 

Welcome to our community forums and thank you for your first posts.

Sorry to hear you are having issues with your TV Go and registered devices. We can understand the frustration caused and want to best help. Just to confirm, are you using just the app or the web browser too? Do you use the same web browser each time if so? You can find out more here https://www.virginmedia.com/help/tv/how-to-use-virgin-tv-go-app

Thanks,

[Jakz82]

I have used the Chrome browser before on my imac but lately I've just used the app on my ipad and android phone. It does the same no mater what I use, it doesn't recognise the device so have to replace one every time I use it. 

[Carley_S]

Thank you for coming back to us @Jakz82 

You will need to keep your cookies enabled for the TVGO, if you clear them or have a extension/app that does not save cookies then your devices will register as a new device every time and use up all of your available changes. More info on this can be found here