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Homescan on virgin media connect app doesn’t work

big_bri
Joining in

on ‎02-03-2023 13:53

Using the home scan function on the connect app, it never works. I get the oops message every time  any one else have this and know how to fix  

big_bri_0-1677765156798.png

 

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3 REPLIES 3

Portery
Fibre optic

on ‎02-03-2023 14:29

Try using this link if the app does not work https://www.samknows.com/realspeed/  

here are some tips I used and it managed to work but also check u have the latest version. When you try any below make sure you are near the hub and you are connected to the network.

1)If you reboot ur hub by a pinhole reset and then try the connect app.  
2)clear the cache and data on the app on ur device and give it a try again.
3)delete app and reinstall

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mames
On our wavelength

on ‎26-05-2023 17:52

Same here. Sam knows link works fine but if you provide an app for the customer to use it needs to actually work. Reset, reboot and reinstall didn't help

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Nathan_B
Forum Team
Forum Team
In response to mames

on ‎29-05-2023 08:04

Hi there @mames 👋 Welcome back to our forum and thanks for your post 😊

We're sorry to hear you're having an issue with the Connect App.

 

The first thing to be aware of is you need to be connected to your Home Wi-Fi in order for the app to connect to the Hub. It won't allow the connection if you're on a different Wi-Fi network, Guest network on your own Wi-Fi, VPN, or mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that:

 

For your Apple device, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.

If you're on iOS 16 then just delete the app from your device, restart the handset, and then re-download the Connect App. 

 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

 

If this also fails then we currently have a known error with some of the data in our systems that's causing the app to not recognise the Hub in a minority of instances. We're already investigating this as a high priority.

Let us know if you need anything further, we're always happy to help.

Regards

Nathan

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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