on 12-08-2020 17:09
Hello,
I'm a new customer to Virgin Media who has recently signed up for broadband.
I've noticed that I can't download any apps from the Play Store on my Samsung S10 with my Hub 3.
Whilst waiting for the installation I was connected to my downstairs neighbours Virgin Media WIFI and I don't have any problem and I've switched between the two to see that it's just my WIFI.
I've looked on other forums and there doesn't seem to be an answer for this problem and I was hoping to get some clarity.
Thank you.
Answered! Go to Answer
on 13-08-2020 17:43
You have got to a point where you need VM Forum Staff assistance or Call Centre assistance.
You can contact VM to report your problem using ...
Text service on 07533051809
150 from Virgin landline.
0345 454 1111 from any other UK phone.
The best time to call is 08:00 to get a UK agent, anything after 10:00 you must realise that you are quite likely to get through to an offshore agent that doesn't speak English as a first language.
Or you can wait on here for one of the VM Staff to pick up the thread but this may take a few days.
on 13-08-2020 23:25
Hi Aaron,
Searching google shows this to be an S10 and normal android issue not just related to VM with a few possible solutions.
Have you done a network reset on your S10?
Go to Settings > Tap General Management > Tap Reset > Tap Reset network settings > Restart phone ( you could also perform a factory reset from there as a last resort)
If that doesn't work then try any or all of the following.
1) Clear Play Store data
Go to Settings > Tap Apps > Tap Google Play Store > Tap Storage > Tap Clear Data, then tap "OK" to confirm.
2) Reset the Download Manager
Go to Settings > Tap Apps > Tap the More options icon > Tap Show system apps > Tap Download Manager. Check that the app is enabled (the icon should read Disable) > Tap Force Stop to shut down just this app. This won't affect any information on the device. > Tap Force stop on the prompt to confirm.
3) Check the date and time settings
Go to Settings > Tap General Management >Tap Date and Time >Select Date and time settings > activate "Automatic date and time".
4) Remove and re-add Google Account
Go to Settings > Tap Accounts and backup > Tap Accounts > Tap your Google Account > Tap Remove Account > Tap Remove Account to confirm.
(Any information removed in this process will be downloaded onto the device once the account is added back in)
Tap Add Account >Tap Google > Enter your Google account log in details > Tap to agree to the Google Terms and Conditions to finish.
on 12-08-2020 17:16
Check Websafe in your online account.
on 12-08-2020 17:20
What am I checking, do I want it on or off?
I currently have child safe off and virus safe on.
on 12-08-2020 17:33
Read >> this <<
on 12-08-2020 17:35
OK, I know what they do i just don't understand how that is relevant to my problem?
on 12-08-2020 17:43
The Play Store is a shopping site and your Websafe may have been blocking it.
Do you get any warnings up when the apps refuse to download ?
on 12-08-2020 17:45
Will the apps download with an ethernet connected device asking for the download.
on 12-08-2020 18:26
It says the download is initialising but nothing downloads.
Theyre safe downloads, like updates to instagram, Spotify ect... but there not working and its only on my phone, my other devices are fine.
on 12-08-2020 18:27
Disconnect your phone from the Wi-Fi.
Reboot your phone.
Try again.
on 12-08-2020 18:37
Done, it didn't work.