My Virgin Media App Run a Test not working

[Wonderchuka]

 Had this issue since getting virgin just over a month ago, I've tried calling and no one seems to understand the issue and can't seem to connect to my hub from their end either.

Internet cut off the other day and had an engineer out who replaced the fibre junction box and had no issue after until 10pm tonight I dropped from 450mbs to 80mbs. 

It would be really handy to be able to run a test myself, I do it through the hub login and get this also .

 

[Client62]

We found the VM Connect app to be endlessly tinkering with our choice of Wi-Fi settings,
so have not had it installed for years.

On the exceedingly rare occasions an adjustment is needed the Hub menu offer more useful options.

[Wonderchuka]

Thanks for your reply but I'd still like to get it working as I've tried through the live chat and over the phone and noone seems to understand what my issue is

[Client62]

The VM Connect app does not connect directly to the VM Hub, it gains access via your a/c credentials and uses the VM back office systems. If those systems failed to register your VM Hub then the Connect app does not work.

Discussing this with Customer support will not be easy.

[Matthew_ML]

Hey Wonderchuka, thank you for reaching out and I am sorry to hear you are having some issues with the Connect app.

Please can you check to see if there is an update for it, and the phone is fully updated?

Has it worked at all since Monday?

[Wonderchuka]

Hi Matthew,

Still no luck unfortunately every time I rest from the hub page it shows the same issue and the app shows the same aswell! Speed is still being inconsistent aswell dropping to below 100 at random points of the day.

[John_GS]

Hi @Wonderchuka 

Thanks for coming back to the thread.

Have you got any VPN's on the device? Or split the WiFi bands? 

In relation to the speeds, how are you testing, wired/wireless and what devices?

Best wishes.