Reconnecting a paused broadband device?

[ebassett]

Hi,

Please help I paused my daughters ipad tonight to try and speed up the WiFi for other devices, while she was not using it. I then went to press play against the paused device in the app when she wanted to use it again and now it won't let me reconnect it. I just get the message Oops! Something went wrong. Please please help as now my daughter is giving me a very hard time.

Thanks in advance

[Tudor]

Try signing on to the VM hub, the admin password is on the bottom of the hub. You can then try ‘releasing’ the device in the settings. If all else fails a full ‘pin hole’ reset of the hub will cure the problem.

[Paulina_Z]

Hi @ebassett,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with your Connect App at the moment! 

As @Tudor advised, please try signing into your Hub settings to amend this issue, or you can reset your Hub back to factory settings. This will reset any amended changes back to their original settings - this includes passwords and WiFi name if you've amended it.

Please give this a try and let us know how you get on. We're here if you need us. 😊

Thanks! 

[ebassett]

Hi,

Thank you for your reply I ended up doing a pin hole reset and now all devices in the house can no longer connect to the WiFi 🤦‍♀️. I'll end up phoning virgin when I get chance.

Thanks a lot

[Martin_N]

Hi ebassett,

After the pin hole reset has been done we would recommend to forgot the network on the device and join again as a new device, using the password on the bottom of the router. 

^Martin