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Phillip57
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Mobile App - Connection Error

I always get the message "Connection error" when trying to use the mobile app.

Is there a solution to this, please?

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Forum Team
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Re: Mobile App - Connection Error

Hi Phillip57,

Welcome to the Community Forum and thanks for your post. I'm sorry to hear that you are experiencing a problem with the Virgin Mobile My Account app. Has this issue been resolved for you since your post?

If you are still getting the connection error, please go through the following checks and get back to me with these results:

  • Are you able to access websites via your mobile internet connection (with WiFi off)?
  • Are you able to access websites via WiFi on your handset (with mobile data off)?
  • Are you able to log into the Virgin Mobile Your Account website and access your mobile bill?
  • Does the app work if you have the handset WiFi off and the mobile internet on?
  • Reset your password via the Your Account website.
  • Uninstall/Reinstall the My Account app. Does this work now?
  • What is the Make/Model of your phone?
  • What OS is used on your phone?
  • Do you have Virgin Media TV/Broadband/Phone services?
  • Did you start experiencing this issue around the same time as an OS upgrade on your phone or a change to 4G?

If you are still having an issue with this, please send a private message to me so that I can look into this further for you.

Please provide the following details:

  • Full name
  • Mobile number

To PM me, simply:

  • Click on my forum name on the left of this post.
  • Go to my profile.
  • On the right had side, select the 'send me a message' option.

 

Kind Regards,

Terri

Virgin Media Forum Team


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Phillip57
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Re: Mobile App - Connection Error

By the time I had worked my way down to point 4 in Terri's reply the app had started to work, after weeks of not working...

So thank you.

 

Phillip

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