Service not available - Virgin TV Go App

[Saf3]

Where do I start regarding the poor customer service being received when in need of support. I recently moved my services to my new address. The TV app has always worked fine in the past however with the move I was given a new account number. Since then I have been attempting to access the TV go app but keep getting the error “service not available - Oops - the service isn’t available at the moment. Try again in a few minutes.”

I have been calling the support team for weeks, being promised call backs, having to explain the issue time and time again. Deleted the app, reinstalled, changed passwords, tried on different devices and on different browsers to no avail. I have been put through to 2nd line teams in India who don’t seem to care and advise that someone would call me back in 2 days (which never happens) or it’s a known issue impacting everyone when my neighbour can access the service fine. I have asked for a reference number which you would think is a simple request but been told they can’t provide a reference and when I call again….nothing has been recorded on the system.

I am really disappointed with this level of service.

Anyone out there had this issue and managed to get it resolved?

[newapollo]

---

@Saf3 wrote:

I recently moved my services to my new address. The TV app has always worked fine in the past however with the move I was given a new account number. Since then I have been attempting to access the TV go app but keep getting the error “service not available - Oops - the service isn’t available at the moment. Try again in a few minutes.”

---

Since you moved property and were given a new account number, have you signed into My Virgin Media? If so is that showing your current address, or you previous address?

[Saf3]

Hey, thanks for responding. All services are pointing to the new address. I can log into my virgin media app fine to view bills etc. 

Issue is only with the my tv app

[Saf3]

And yes was given a new account number 

[newapollo]

Hi again @Saf3 

Thanks for updating the thread.  At least MVM and the billing is working. 

The reason I was asking is that when moving home VM normally process what they term as a 'move and transfer' so that you retain your email etc in the new account. The TVGo app log in would be tied in with that, and if they hadn't followed that process it would explain why you were unable to sign into TVGo.

[Saf3]

Thanks @newapollo.

I have been trying to relay this to the support engineers but they really don’t seem interested 🙁

[Carley_S]

Hi @Saf3 

Welcome to the community forums 

Sorry to hear that you're having issues accessing your TVGO app after your home move. 

I can see on the systems on our side that you've already been in touch with the team and they've raised it and advised further.  

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.

[Saf3]

Hi @carley,

thanks for reaching out, the issue still persists and I have not had any advice or resolution from Virgin media. If you could support that would be appreciated.

thanks 

[Kath_P]

Hi Saf3, 

Thanks for coming back to us on this one. We can absolutely check things further for you but in order to do that I will need to confirm some information with you to pass security. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,