Virgin TV Go not working on iPad - “Oops - the service isn’t available at the moment."

[mellis0]

Hi

When I log in to the TvGo app on my iPad (iOS 12.5.7)  the  app says

    “Oops - the service isn’t available at the moment. Try again in a few minutes”

on my Ipad for quite a few months.https://community.virginmedia.com/t5/TV-on-the-go/Virgin-TV-Go-not-working-on-iPad/td-p/5484764/page... 

- I tried the solution that was at the end of the post, which gets me past the username screen but I can't get past the password screen without the: “Oops - the service isn’t available at the moment. Try again in a few minutes”

I can log into Android and my Computer fine.

I've just reset my Ipad which didn't make any difference.

I've tried different browsers, deleted browser cache.

I did a search of this TvGo forum posts and found a few similar posts.

Just to say I'm not the primary account holder, but effectively its a joint account. 

I'm fairly technical and the primary account holder doesn't use TvGo at all where as I do.

Any help would be much appreciated to get this issue resolved. It must be a known issue?

Regards

Mark 

[Lolezoes]

This might be an issue with the iPadOS version that you're running?

Can you also check if the app needs updating, and if you possibly can, try and update the iPadOS software.

Alternatively, you can use the website version of Virgin TV Go at https://virgintvgo.virginmedia.com

Regards,

Noah.

[mellis0]

I am on the latest iOS version which for my iPad is 12.5.7

I installed the latest version of the TvGo app.

I tried browsers Safari, Chrome, Firefox at https://virgintvgo.virginmedia.com.
- I accepted the cookies but just get a red screen with a blank white rectangle displayed in the middle of the red background.

Regards
Mark

[Tudor]

Works fine on my iPad Pro with iOS 18.0.1. That’s a very old level of iOS, many apps do not support older than a -2 version.

[mellis0]

The TvGo app still supports iOS 12.

Regards
Mark

[Sabrina_B]

Hi @mellis0 👋.

Thanks for reaching out to us, apologies for the issues that you are facing with our TVGO app, can we ask have ensured that the country of origin is set for the UK and currently using the app within the UK?

Sabrina

[mellis0]

Hi Sabrina
Thanks for replying:..

• I confirm the Region setting on my iPad is set to the UK
• I confirm I am resident in the UK and I am using the app within the UK

Regards
Mark

[John_GS]

Hi @mellis0 

Thanks for coming back to the thread and confirming. Can you advise, have you got any VPN's active on the device?

Also, you've mentioned you're not the account holder, are you using the primary My Virgin Media username/password to log in?

[mellis0]

Hi John

I can confirm I have no VPN's active on my iPad.

I can confirm I am using the primary My Virgin Media username and password to log in.

I also confirm I can log in to TvGo on my Android phone and on my Windows computer and watch content successfully.

Regards
Mark

[Matthew_ML]

Thank you for letting us know this.

What ipad version do you have and what IOS is this currently on?