Forum Discussion

cdagnan's avatar
cdagnan
Joining in
7 months ago

HELP!! Connect app Sorry We couldn't connect you to the server. Please try again in a moment.

Some time last year my VMConnect app stopped recognising my login/connecting to the server... I get as far as a red topped white screen on my iPhone that says:

Sorry! We couldn't connect you to the server. Please try again in a moment. (Try Again)

It did this around when I set up the device for that biometric login thing. Any how I've now had enough and have tried to sort it out.

From my main computer I have removed the two devices showing as biometrics.

I know the password is right...co I log in ok with it on my main machine.

On iPhone - fully deleted the VMConnect app. hard  reset phone. reinstalled app. turned off the mobile wireless so only WIFI in use.

opened the VMconnect app gone through the accept terms and conditions page, gone thru the 'app wants to use auth.virgin.whatever to log in' page entered password....

then app asks if I want to set up the biometrics thing - I click no just use password....

then it says Sorry We couldn't connect you to the server. Please try again in a moment.

tried several times today - repeated the delete and reset etc... even turned off the 'allow to use mobile data setting' to force it to use my WIFI...

my WIFI is working fine - but I cant get the app to connect to server... and the app is not listed in apps using iCloud either.

HELP PLEASE MAKE IT WORK!

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    7 months ago

    Hi cdagnan 

    Welcome to our Community Forums and thanks for your post.

    Sorry for the issues you are experiencing with the Connect App.

    The first thing to be aware of is you need to be connected to your Home Wi-Fi. It won't allow the connection if you're on a different Wi-Fi network, Guest network on your own Wi-Fi, VPN, or mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that:

    For your Apple device, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.
    If you're on iOS 16 then just delete the app from your device, restart the handset, and then re-download the Connect App. 

    For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

    Let us know how you get on.

    • cdagnan's avatar
      cdagnan
      Joining in
      7 months ago

      Already done all of that - several times - no joy.

      • John_GS's avatar
        John_GS
        Forum Team
        7 months ago

        Good evening cdagnan 

        Thanks for coming back to the thread and confirming.

        Can you confirm if you have a VPN on the device? If so, you'll need to remove it for the Connect App to work.

  • cdagnan's avatar
    cdagnan
    Joining in
    7 months ago

    I do not have VPN. it all worked fine until it tried to set me up with extra security - can't remember the name - but it wanted to use facial recognition or something - since then - always the same. error

     

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago

    Remove that extra security, it could well be that is the root cause of your problems.

    • Beth_G's avatar
      Beth_G
      Forum Team
      6 months ago

      Hi cdagnan

      Just to confirm, are you redirected to a webpage when you sign into the Connect App? If you have any screenshots you can send over of the journey you're having when signing in, that would be great. Please, of course, ensure to remove any credentials from these screenshots.

      Thanks

  • cdagnan's avatar
    cdagnan
    Joining in
    6 months ago

    T

     

    These are from opening the app - to giving up. - there's a step in the middle where I enter password - email address is already stated - both are correct as I use them to log into account on the web with them.

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      6 months ago

      I'll pop you a PM📩  so we can get a ticket raised for you. 

      Thanks