Forum Discussion

7dials's avatar
7dials
Tuning in
7 months ago

VM Connect: 'can't connect to server'

Hi,

I'd like to use the VM Connect app on my iPhone to help tackle weak wifi signal strength in different rooms, but I can't get the app to work.

Every time I go through the sign-in screens, I get a message saying 'Sorry. We couldn't connect you to the server. Please try again in a moment.' I then get a message saying 'We can't seem to identify you right now. Please sign in again'.

I can however sign into VM on my laptop using the same email address and password.

I've tried deleting and reinstalling the app.

Someone else posted a query about an almost identical problem some months ago, but it seems not to have been solved. Any help would be very much appreciated; thanks.

 

 

  • Client62's avatar
    Client62
    Alessandro Volta

    Having Apple Relay (a type of VPN) enabled prevents the VM Connect app from working.

    Do be aware the Connect app has many reports that it does not contain any way to request or order VM Pods which often results in customers spending hours on the phone to VM and suffering weeks of frustration when VM Pods that are promised verbally fail to materialise.

    I'd suggest order a decent retail Wi-Fi Mesh with enough nodes to cover your home,
    and then you can have it delivered and installed as soon as you like & it is yours to use with any ISP.

    • 7dials's avatar
      7dials
      Tuning in

      Thanks and sorry for the late acknowledgement – VM email sends my Community notifications to spam!

      I don't have Private Relay enabled, but thanks for guiding me to check.

      In the end I phoned customer support and went through it all with an agent who ended up as baffled as me. But he offered a simple fix: sending me a wifi pod, which I qualify for under my contract, without going through the VM Connect process.

      A verbal promise like the ones you warn about, but I did get him to put a note on my account about it, so we'll see ...

       

       

  • Hi 7dials,

    Thanks for posting and sorry to see you're having some issues with the Connect App. 

    Do have another device you can try downloading the app onto?

    Alex_Rm

     

    • 7dials's avatar
      7dials
      Tuning in

      Hi Alex and apologies for not checking my VM email spam folder, where the notification of your message was sent. I don't have another device I can use, but as I've said in my reply above, I've been promised a wifi pod by a customer service agent.

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team

        Could you do a speed test and share the results here?

        This will allow us to establish if a Pod is needed.