Virgin Media Community

[Zach_R]

Hi @stevieH1,

Would you mind confirming what troubleshooting you've performed thus far? Can you also confirm what device you're using the Connect App on?

Thanks,
 

[stevieH1]

Have tried on both Apple and Android phones, re-booted hub a few times, re-installed the app a few times plus all of the other ideas on here. Same error - Unable to connect - Unsupported Modem.

[Zach_R]

Hi @stevieH1,

Would you mind providing a screenshot of the error message that you're seeing, please?

Thanks,
 

[stevieH1]

[Zach_R]

Hi @stevieH1,

Are you able to confirm for me if the Hub is in Router Mode or in Modem Mode?

Thanks,
 

[stevieH1]

Router mode. One of the many things i checked from reading hundreds of posts on here.

[Zach_R]

Hi @stevieH1,

I see. Are you experiencing any other issues with the Hub at all, or just being unable to use the Connect App with it?

Thanks,
 

[stevieH1]

No other problems, speed is good and everything works fine.

[Zach_R]

Hi @stevieH1,

I see. I'd like to take a closer look at what's going on here for you, so I'm going to send you a private message shortly. Please respond to this when you can and we'll go from there.

Thanks,
 

[Zach_R]

Hi @stevieH1,

Thank you for getting back to me via private message. As we discussed there, a technician visit has now been scheduled and booked.

I'm unable to confirm the date/time of the visit publicly for security reasons, but you can check and manage the appointment via your My Virgin Media online account.

Let us know how it goes either way.

Thanks,