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Balu2020-10's avatar
Balu2020-10
Joining in
7 months ago
Solved

"We can’t connect to the broadband kit in your home"

My Virgin broadband has been installed for just a week and I've been looking at the different options for setting up and checking the system. When I try and run the 'Check Service Status' function, the system returns a message to say that Virgin 'can't connect to the broadband kit in your home'. To find out why, I tried online chat and they transferred me to a WhatsApp chat but that got me nowhere. 

Whilst the system is running ok, I was just wondering if the above is a known issue. It seems odd that Virgin can't connect to my system.

Thanks in advance.

 

  • Adduxi's avatar
    Adduxi
    7 months ago

    So your Broadband is working fine, i.e. all Wifi devices and wired devices are accessing the Internet etc?

    Is this the VM Connect app that is complaining it's not working?  If so, I would uninstall the app and forget about it.  You can do everything you need to manage your connection via the Admin console on the Hub.

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 months ago

    So your Broadband is working fine, i.e. all Wifi devices and wired devices are accessing the Internet etc?

    Is this the VM Connect app that is complaining it's not working?  If so, I would uninstall the app and forget about it.  You can do everything you need to manage your connection via the Admin console on the Hub.

    • Balu2020-10's avatar
      Balu2020-10
      Joining in
      7 months ago

      Hi and thanks for the response. Everything is running ok apart from the Service Status function doesn't work from either the Connect App, or the web based Service Status option. I hear what you are saying about the app and I have switched to the admin console; I'll ditch the Connect App as you suggest. I've now checked the APP reviews and didn't realise how poor it was.

      Thanks again

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    Sensible decision. Make sure the Connect app is removed from all devices. 

  • Jonathanphillip's avatar
    Jonathanphillip
    On our wavelength
    21 days ago

    @ÀDUXI IVE got that same thing on my app saying the same thing it's the service status running checks it comes up as that same issue it's the service status virgin media app many thanks Jonathan