Connect App not pausing

[Dimples_3162]

Why is this app not pausing? It shows all devices, but will not pause any. I have tried reinstalling the app but it doesn't work. Have emailed customer support on more than 5 occasions but got no assistance.

Lost resort is here, so assistance would be good 

[MOD EDIT: Subject title changed for clarity]

[Paul_DN]

Hi Dimples_3162,

Thank you for reaching out to us in our community and welcome, sorry to see you are facing issues with our Connect App and are unable to pause devices, I was able to locate you on our system with the details we have for you and have been able to find that there is currently an SNR (Signal to Noise Ratio) fault in the area, this was raised on 16/10/22 @ 20:02 and the estimated fix time is 28/11/22 @ 12:00, SNR and FEC errors on B62OCA09(B06 B07) - Status report || You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry any inconvenience this is causing.

Once this has been resolved, if you are still facing issues with the Connect app once resolved we can than run further diagnostic checks.

Regards

Paul.