VirginTVGO is not working.

[Stanl]

I have a problem when trying to watch VirginTVGO on my laptop.

It works fine on my phone and my wife’s iPad but I just keep getting the message NOT AVAILABLE 

sorry we can’t play this at the moment.

Ive read a few articles and tried a few suggestions from previous posts but nothing works.

So what can be causing this problem other than the app being a load of rubbish.

[Reece_MH]

Hi Stanl 👋

Thanks for posting, and welcome back to the Forums.

I'm sorry to hear you're experiencing issues accessing the Virgin TV:GO app. For clarity, are you seeing this error when you are signing on, or when you are attempting to watch content? Is this on all content, or some?

Can you also confirm whether you are using any anti-virus software, or cookie blockers? Are you also able to try using a different browser?

If you're still experiencing issues after checking these, can you please let us know your device model, and operating system?

Thanks,

[Stanl]

Hi Reece

I don’t have any antivirus other than whatever windows may have installed with windows 11.

To the best of my knowledge I don’t have any cookie blockers either but will check when I get back home tomorrow.

I will also try a different web browser as I have only used Microsoft Edge and this issue has only occurred in the last few weeks so a Windows update might have caused a problem.

I will check and come back to you tomorrow 

[Arissa_H]

Hi Stanl 👋🏼.

Thank you for coming back to us on this thread. 

Is everything working for you now? Have you managed to try a different web browser?

Let us know how you got on since Saturday. 

[Stanl]

Nothing works and I have tried MS Edge, Google Chrome and Firefox.

I get sound but no pictures 

[lello]

Have had a fix fir this yet, I have same fault, and Virgin don't seem to know how to sort it.

Looks like a few have the same problem. 

Lello

[Stanl]

No Mate,

There are more than a few with this problem and VM don’t seem to be trying very hard to get it fixed.

Mine used to work and then there was an update I installed on my iPhone so a similar update happened on the Windows platform and since then it hasn’t worked.

Come on VM get your act together because we are paying for this service, or lack of it…..

[Ashleigh_C]

Hi there @Stanl 

Thank you for popping back to us and I'm so sorry this issue is still standing. Can I confirm is this happening on all channels? 

Can I also just check, are you getting the error message but sound still playing or just a blank screen now with sound? 

[Stanl]

This happens on all channels.

The error message is on screen and there is sound but no picture.

[Steven_L]

Thanks for coming back to us Stanl, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L