Menu
Reply
Highlighted
  • 1
  • 0
  • 1
Cathy2811
Just joined
2,067 Views
Message 1 of 23
Flag for a moderator

Paused device not showing on virgin connect app

I paused my sons Nintendo switch using the virgin media connect app while he was grounded. Now he is ungrounded I would like to unpause the internet to his switch, it’s showing in the number of connected devices but not the list of connected or paused devices and I don’t know how to get it back on!

  • 10.32K
  • 280
  • 591
Forum Team (Retired) Emma_E
Forum Team (Retired)
2,039 Views
Message 2 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

Hi Cathy2811, 

 

Welcome to the forums I am sorry to see you have had trouble getting the device un-paused. 

 

Try the steps found in this link.

 

https://help.virginmedia.com/system/templates/selfservice/vm/help/customer/locale/en-GB/portal/20030...

 

Let us know how you get on. 

 

All the best

 

Emma


New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 2
  • 0
  • 3
Sanpatte
Joining in
2,028 Views
Message 3 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

I’m having the same problem, followed the link but not able to find the solution via it. 

Ive e mailed for help but no reply yet  

Has anyone got any tips? 

Thanks. 

  • 1
  • 0
  • 1
carlfreem
Joining in
2,010 Views
Message 4 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

Uninstall the Virgin Media Connect app from the device (1) used to pause the other device (2), then restart the first device (1) (power off then on again).  Reinstall the Virgin Media Connect app again & reconnect.  Check that device (2) can now reconnect. 

Failing this, try a factory reset of your HUB.  Hold the pin reset button in for 60 seconds (located at the rear of the HUB), let the HUB restart & try connecting device (2) again. 

  • 13
  • 0
  • 1
biltong
Tuning in
1,727 Views
Message 5 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

I'm having the same problem with the app on iPhone 7 Plus. If you have an iPad, use the app on that device instead, which works fine. I don't believe this is a problem with the router so don't waste time resetting it. Looks like it is a simple screen display problem on Plus sized devices.

  • 117
  • 2
  • 2
Bluefusion
Dialled in
1,592 Views
Message 6 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

Same problem paused my daughter’s phone now it’s missing from the list and cannot I pause it! - broken system Virgin!

0 Kudos
Reply
  • 972
  • 47
  • 84
Moderator
Moderator
1,552 Views
Message 7 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

Hi Bluefusion,

Very sorry to hear you have had trouble unpausing a device.

Have you got this resolved since your post?

if you haven't, please take a look at the information I have found online about this here

Please let us know how you get on.

Thanks

Lindsey_C

0 Kudos
Reply
  • 117
  • 2
  • 2
Bluefusion
Dialled in
1,529 Views
Message 8 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

I managed to resolve it by directly loggin into the route and removing the block, but not ideal, this is clearly a bug in your App that needs fixing.

 

0 Kudos
Reply
  • 3
  • 0
  • 0
Mathewj1978
Joining in
1,365 Views
Message 9 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

I've had too reset my hub atleast 5 times. Looked at it again this morning and all my paused devices are not showing . I turned my 2 daughters Internet at 9pm and it was showing but this morning not showing 

0 Kudos
Reply
  • 49
  • 2
  • 3
Forum Team
Forum Team
1,334 Views
Message 10 of 23
Flag for a moderator

Re: Paused device not showing on virgin connect app

Hi Mathewj1978,

 

 

Thanks for the post and welcome to the community.

 

Sorry to hear your having issue with your  connect app.

Have you got this resolved since your post?

 

Click here to check some steps and help you see devices connected on your hub.

 

 

Looking forward to your response.

 

Kind Regards,

 

Trisha_G

0 Kudos
Reply