I wonder if anyone has experienced this in the VM Connect (iOS) app whereby having successfully set up my second WiFi Pod, “My network” now shows two TV boxes when I only have one TV 360 box. The original TV box is showing as “Not connected” but there appears to be no way of removing it which is frustrating. I would naturally love to hear from anyone out there who might have a solution other than restarting or resetting the Hub 5 as this has already been done. Thank you.

Hi,I also have this issue. When setting it up I think I manually added the tv box some how, then when I went on the Home Screen I saw it had asked me to set up my tv box or add it to the network. So I clicked it and now I have two on there as well. I was also wondering about how to set it so they are included in the same ‘Living room’ instead of Living room (2) for example. Thanks

Hi Almedia, Thank you for reaching out to us here on the Community. We are sorry to hear you are experiencing issues with the Connect App. Can you please confirm if removing the app and reinstalling it resolves the issue? Thanks,

Hi Nat, thank you for your reply. I have just tried that, removing it completely from my iPhone and then freshly downloading and installing it again, but sadly I still show the two TV boxes.

Thank you for your reply. Can you please confirm if you have removed the app data as well as the app itself? For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. Thanks,

Hi Nat, I did go to Settings > My name > iCloud > Manage Account Storage, but as expected, Connect app does not appear in the list there. However, just to make doubly sure, I then went to General > iPhone Storage > Connect app > Delete App which again deleted the app and all related data from my iPhone. I again re-downloaded and installed the app and once again I can see two TV boxes which is most peculiar. Everything else appears normal and I can see the two WiFi Pods but why it insists on doubling-up on the TV boxes, I just don't know. I have never had more than one TV box. I do wonder whether the Connect app team are aware of this bug? I stress that this only became an issue after the installation of the second WiFi Pod. I do appreciate you trying to help me with this.

Why two TV boxes showing in VM Connect app? | Virgin Media Community

35 Replies

Natalie_L
Forum Team (Retired)
2 years ago
Hi Almedia,

Thank you for reaching out to us here on the Community.

We are sorry to hear you are experiencing issues with the Connect App.

Can you please confirm if removing the app and reinstalling it resolves the issue?

Thanks,
- Almedia
  Dialled in
  2 years ago
  Hi Nat, thank you for your reply. I have just tried that, removing it completely from my iPhone and then freshly downloading and installing it again, but sadly I still show the two TV boxes.
  - Natalie_L
    Forum Team (Retired)
    2 years ago
    Thank you for your reply.
    
    Can you please confirm if you have removed the app data as well as the app itself?
    
    For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.
    For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache.
    
    Thanks,
brightonjohn
Fibre optic
2 years ago
I've found this afternoon that according to the app on my iPad neither of my boxes is connected. I'm watching one of them so that is clearly silly. I have uninstalled (and that includes deleting the data) and reinstalled the app. Still I'm told that neither Box A or Box B is connected. What do I do now please?
- Alex_RM
  Forum Team
  2 years ago
  Hi brightonjohn,
  
  Thanks for posting and sorry for the confusion with the information the app is giving you.
  
  So I can take a closer look, I've popped you over a private message for a few more details.
  
  Alex_Rm
  - brightonjohn
    Fibre optic
    2 years ago
    Having power recycled both boxes the problem has now been solved. Why this happens form time to time is rather annoying and really ought to be addressed.
Almedia
Dialled in
2 years ago
Hi Forum Team
I wonder if I may come back with an update on the "two TV Boxes displayed on the Connect app issue" as I originally started this particular thread back on 27th June 2023. Today, I still see one "TV box (Lounge)" which is our one and only TV 360 box plus a second device showing "TV box (Living Room)" which it has invented. The genuine one is "Connected to Ethernet" which is correct when powered on and the 'ghost' one is "Not connected". As demonstrated by the time that has lapsed since June 2023, this bug has clearly not been tidied up and I have no way of manually deleting the rogue one. It is purely a visual annoyance so not critical but I am still surprised that no-one at VM has remedied this bug in all this time. I am currently using app version 12.40.13 in iOS 17.3.1 and deleting the app on my iPhone 15 Pro Max and re-downloading does not fix it. I am not expecting a solution; this is just for information.
- Sabrina_B
  Forum Team
  2 years ago
  Hi Almedia 👋.
  
  Thanks for reaching out to us, apologies for the issues that you have had with the Virgin media connect app. If at any point the Virgin TV box was connected Via WiFi or a previous box, there will be a residule trace of the hostory of that box stored on the Virgin Connect app. You should be able to remove the device from the app so it no longer presents as a list of current devices.
  
  Let us know how you get on.
  
  Sabrina
  - Almedia
    Dialled in
    2 years ago
    Hi Sabrina
    Thank you for coming back to me. I would be interested to know how to remove that old device record from the Connect app if you know as I haven’t yet found a way of doing that. Uninstalling the app does not fix it.
JLB197200
Joining in
2 years ago
I too have the same issue and have found no solution. Did you manage to find a fix?
Almedia
Dialled in
2 years ago
No known fix as yet I'm afraid despite the most recent Connect app update. Very frustrating!