Forum Discussion

Redbob's avatar
Redbob
Joining in
7 months ago

Fault with Virgin TVGO app

There is a common problem with the tv go app.

Whenever you wish to watch a programme a message appears stating please register your device even though the device has been registered. This leads to using the maximum five devices aloud and you can only change devices three times resulting in either waiting till the allotted time given (in my case the 1st of the month) to be able to use the app or one can phone Virgin Cust' Care to reset the app - this course of action is a nightmare as they don't understand the problem...and that's the 2nd tier group of Cust' Care. At present the problem has been forwarded to another team of 'experts' who I am not hopeful they will get back to me, I think a solution is beyond there capabilities. I have been querying this problem for over a year, the only solution so far is to reset the app but does not solve the issue as one is soon shut out of the app.

An item I read suggested it could be as a result of cleaning the cache/cookies?

Anyone got any ideas on this?

  • Robert_P's avatar
    Robert_P
    Forum Team
    7 months ago

    Hello Redbob,

    Sorry to hear of the issues with the TV Go app and registered devices, we understand the frustration and appreciate you taking the time to raise this via the forums. Welcome to the community.

    You mentioned this was raised with another team, did the agent you spoke to advise of a ticket being raised? If so, this will have gone to our IT team to investigate. Can you also confirm the devices you have registered and get the error on?

    • Redbob's avatar
      Redbob
      Joining in
      7 months ago

      Hi Robert,

      The problem was ticketed to IT who phoned me but had no solution. To be honest I don't think he really understood the issue.

      All that was suggested... 'he' would keep an eye on my account re TV Go...think that's what one would call a kop out.

      My laptop and mobile are the devices I use to register, both of which give the error to register a device each time i wish to use the App, This of course is only allowed three times within the month. I go through the TV Go App when watching a programme on both devices.

      From my research I think it could possibly be that when I come out of the App cookies/cache is being cleaned resulting in my registered devices being cancelled and therefore not recognised hence the message 'please register a device' appears.

      I have looked at the settings on my Microsoft browser and clicked on cookies and site permissions where pop ups and redirects are blocked. I entered virgintvgo and virginmedia.com as exceptions to allow pop ups and redirects but made no difference.

      So as it stands at present I am being asked to register device/s which given the current situation I can only use three times. 

      You will see from searching the forum I am not the only one to be experiencing this issue.

       

      Regards

      REDBOb

  • newapollo's avatar
    newapollo
    Very Insightful Person
    7 months ago
    Redbob wrote:

    There is a common problem with the tv go app.

    Whenever you wish to watch a programme a message appears stating please register your device even though the device has been registered. This leads to using the maximum five devices aloud and you can only change devices three times resulting in either waiting till the allotted time given (in my case the 1st of the month) to be able to use the app or one can phone Virgin Cust' Care to reset the app - this course of action is a nightmare as they don't understand the problem...and that's the 2nd tier group of Cust' Care. At present the problem has been forwarded to another team of 'experts' who I am not hopeful they will get back to me, I think a solution is beyond there capabilities. I have been querying this problem for over a year, the only solution so far is to reset the app but does not solve the issue as one is soon shut out of the app.

    An item I read suggested it could be as a result of cleaning the cache/cookies?

    Anyone got any ideas on this?

     

     

    Hi Redbob 

    Have you been using TVGo on a computer? If so then cleaning the cache/cookies or using an incognito window/tab or private tab/window  will affect the registered devices.

    See the Supported compputers section on the /tv/how-to-use-virgin-tv-go-app page

    We no longer have a Windows 10 app, but Windows 10 devices can use the website, and install the web app that is offered when visiting the website. To use Virgin TV Go in a browser please ensure you’ve got cookies enabled in your browser, that virginmedia.com is listed as a trusted site, your browser is set to allow protected content, and you allow pop ups from the Virgin TV Go website.

    Note: If you register a computer using a browser, you’ll need to use the same browser with Virgin TV Go. Using a different browser, clearing cookies or using incognito mode will be seen as a different device.

    • Redbob's avatar
      Redbob
      Joining in
      7 months ago

      Hi Dave,

      Thanks for your response.

      I don't use a browser to use tvgo I use the app on both laptop and mobile. Both give the same problem.

      Does using the app result in same problem of cache/cookie cleaning?

      Virgin tech dept' phoned me today re this problem but needless to say they have no solution but the issue has been forwarded to be looked at. Not confident with that as they did not really understand the issue which is common when seeking help/advice from them.