on 05-07-2021 16:38
I have an Android (pixel 4) and cannot connect to any public or private hotspots with the Virgin Connect app. I know I'm right on top of a hotspot. Can see the WiFi network "Virgin Media" when I go to WiFi settings. With strong signal. But the app does not connect even though I am signed in and it says it will automatically connect when I am in range.
In the app under Home - Settings - About it says "Virgin Media WiFi Profile - Yes".
If I manually try to connect the WiFi to the "Virgin Media" network I can see it asks for all sorts of stuff I don't know. Eg Domain.
Can anyone help?
Answered! Go to Answer
on 22-02-2022 19:36
on 25-02-2022 10:13
Hi simonhunter87,
Thanks for your post and welcome back to the community!
Sorry for any issues faced, have you tried to manually sign into the network via the steps placed on the previous page?
Thanks,
on 25-02-2022 11:38
on 27-02-2022 15:40
Thanks for coming back to us Simon,
We will pass the feedback on to the relevant team.
Kind regards,
Zak_M
on 30-03-2022 11:56
I have two phones, one Android 8 connects to hotspots other Android 11 does not. When is this going to be fixed, and if not where do I get a discount on a reduced service.
The website today (30 March 2022) repeats the "we have a problem with Android 11 and working on a fix". So this is approaching a year????
on 01-04-2022 18:14
Hi @macsco, thanks for your post here in the community.
I'm really sorry, as the issue is taking a lot longer than expected to be fixed.
The hotspot service is free of charge to all customers, so we're unable to provide any discounts from your chargeable Virgin Media bill due to this.
Please expect our sincere apologies but we're working to fix this as soon as we can.
Many thanks
on 09-04-2022 10:56
I have a Motorola G30 phone which I have just upgraded from android 11 to android 12 and I still cannot connect to wifi hotspots. Any updates on this?
on 09-04-2022 11:28
on 09-04-2022 14:48
As per TheBlackCat the upgrade to Android 12 does NOT fix this problem.
on 11-04-2022 16:53
We’re sorry you’re experiencing problems using the app to connect to hotspots. Our team knows there is an issue with Android 11 and 12 connecting to these and we’re working to resolve it in a future release expected later this year.
Some users have been able to connect by using this workaround:
Switch on your WiFi when you're in range of a VM WiFi hotspot - you'll see Virgin Media appear on your list of available WiFi, this is in Settings > Connections > WiFi • Tap on Virgin Media from the list > Change the EAP method to AKA and tap Connect.
This isn't something we've been able to replicate but may be something that could help you in the meantime. If it doesn't work for you then it would be a case of waiting until the update is available.
We have also stopped asking people to email in their examples a while ago now, as this is being investigated.
Apologies once again for any inconvenience.