Welcome to our Community and thanks so much for your first post.
With TVGo, you can register 4 devices and you can change these devices 3 times per calendar month. If you register a computer using a browser, you’ll need to use the same browser with Virgin TV Go. Using a different one will be seen as a different device; you can read more about that on one of our sticky forum posts below:
Apologies for the issues you've had with TV Go, we're currently looking into the cause of the issue in more detail. I'll ask one of the team to pick this up again and get the device reset done for you.
Would you mind just confirming your laptops operating system and the version of Chrome you're running please?