need to reset all devices on tv go app

[michellemxx]

hi i have 5 devices registered on the tv go app and i cannot log in anywhere to use can these all be deleted please, it says i cant change them until 1st Sept but doesnt give me the option to delete or replace?

[Ryan-98]

See, that is the problem .@Katie_WT

I am unable to use any of the 5 devices that are registered so I am basically cut out of the software. Each device is from the same computer so the app decided to have a different variation for each of them.

The history of the browser was only cleared once for work reasons.

But somehow the app has registered 5 different devices when I only use it in one device and on one browser, so it clearly is a fault.

So you are telling me you cannot do anything?!?!

If so, can you direct me to where I can find the 'Live Chat' as this seems impossible to find.

[Katie_WT]

This is not a fault; this is how the TVGo works.

You can read more about it on the link I provided in my first response. I can only apologise that you have used all 5 slots on one device. 

[Ryan-98]

So this is how it works?

You are telling me that if I use the app 4 or 5 times in a month with the same device and the same browser and not clearing the history that the TVGO app will register 4 or 5 different devices even though nothing is changed?

This is a fault. No app should be doing this, not even the TVGO app. Technically speaking then, the app would be unusable for me each month as I would have a waiting time to reset devices if I used the app 5 bloody times on the same browser and on the same device without clearing nothing.

Once I exit the app after use and relaunch the app then its seen as a different device...apart from one time where I cleared the history, meaning that I should of had 4 devices free, but I didn't. Branding this issue as a fault.

You cannot sit there and tell me that this isn't a fault, clearly you haven't a notion on what my issue is.

Don't worry, I have resolved my issue!

[Katie_WT]

I assure you it is not a fault - that is how the system works @Ryan-98. It has been thoroughly looked into in the past and as a result of the investigation, the forum post explaining it was added for all customers to read and understand. 

I have no issues using my laptop as a registered device as I have ensured that my cookies are kept active for TVGo. It doesn't register it as a new device each time.

Glad that you have now found a resolution. 

Cheers

[Ryan-98]

I assure it was a fault.

I read the forum but nothing there stated that the app should register the browser as a new device upon restart of the app. 

I also ensure that my cookies are kept for TVGO but in this instance, TVGO was registering each launch as a new device. I even carefully monitored the cookies and session states deep into the code to identify this problem within the browser. 

Yours might not have registered as a new device but mine did...You should try and understand what I am saying. 

So if it isn't a fault then I would only be able to launch the app 5 times each month before having to reset the devices. So for instance, if I watched TVGO on a Monday, then closed the app then launched it up on Tuesday then kept doing that until Friday. I would be met with exceeded device limit on the Friday which is only 1 Week of use. Making the app unusable for the rest of the month if you get me?

The technical team reset my devices as it was identified as a fault. 

[SteveKirwin]

Hi

I'm on the telephone with Virgin Media at the moment and the person on the other end is having a real problem doing this for me. Are you able to help?

[Travis_M]

Hi @SteveKirwin

Thanks for posting on our community forum!

I'm going to drop you a private message now, please keep an eye on your inbox.

Regards

[Jaykaldeen10]

Helllo
I'm on the telephone with Virgin Media as well, and struggling to get help in regards to resetting the tv go 5 devices issue. can you reset this for me please.

[Chris_W1]

HI Jaykaldeen10, thanks for the message and posting on the forums. I am sorry to hear that you are having issues resetting the devices on TVGO and I will send you a private message to get this done for you. - Chris 

[Chris_W1]

Hi Jaykaldeen10, thanks for messaging us over private message. I am glad that we could get things resolved and let us know if you need anything. ^Chris