Connect App not letting me login/connect

[Phil_125]

First time user of VM Connect. I've installed and opened it but when I click "Sign in with a Virgin Media account" it does nothing. Eventually it tells me I'm not connected to the internet which is incorrect. I'm using iPhone 15 Pro (iOS 17.7.1). I've uninstalled and re-installed and no luck. I've read previous threads which recommended "Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data." If I follow this there is no "Manage Settings" on my phone. My wife managed to do it immediately with her Samsung so it's not the internet. Can someone please help - I've been having a lot of issues with Virgin since signing up and I'm starting to wish I stuck with my old provider!!

[Matthew_ML]

Hey Phil_125, thank you for reaching out and a warm welcome to the community, I am so sorry to hear you are having some Connect app issues.

Please ensure you are connected to your Home Network, and don't have any 3rd-party equipment (such as a Router) connected, and ensure your Hub is in Router Mode. The app also won't allow the connection if you're on a Guest network, VPN or Mobile Data.

[Client62]

We find the Connect app is not needed, a VM Hub can be managed at http://192.168.0.1/   
login with the Hub password ( i.e. not the Wi-Fi password ).

[Phil_125]

I don't have any 3rd party equipment and am not on any guest network, VPN or mobile data. How would I make sure my hub is in Router Mode?

[Phil_125]

Thanks, but I was recommended to download the app by the installation rep in order to help detect the strength of the signal in each room.

[Gareth_L]

Hello Phil_125.

Thanks for replying.

Looking at this now have you been able to use the App since your last post.

If it is working on your wife's Android phone then you may need to see if any settings on your iPhone stopping the connection.

Gareth_L

[Client62]

VPN's like Apple Relay prevent the Connect app from working.

[Phil_125]

I've tried logging back in turning off Apple's Relay (didn't know that was a VPN) and it seems to be working.

[Phil_125]

Thanks - that seems to have solved it