Menu
Reply
Shinymatt
  • 18
  • 0
  • 0
On our wavelength
146 Views
Message 1 of 6
Flag for a moderator

Unpaused Device Disappears from Connect App

This is an old issue that, as far as I can tell has not been resolved. Either initially a paused device disappeared altogether or, as I see happening now, the device can be unpaused but then disappears from the list meaning it can’t be paused again.

Unless of course you go through the routine of deleting the app on your device, switching the offending device fully off and on and only then re-installing the app on your device.

Surely by now there must be some fix for this, it’s driving parents all over the country mad.

Thanks

Luke

0 Kudos
Reply
gary_dexter
  • 30.32K
  • 1.88K
  • 4.03K
Alessandro Volta
125 Views
Message 2 of 6
Flag for a moderator

Re: Unpaused Device Disappears from Connect App

Yup - the fix is get a better router that actually has working built-in functionality

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
Beth_G
  • 3.09K
  • 195
  • 301
Forum Team
Forum Team
69 Views
Message 3 of 6
Flag for a moderator

Re: Unpaused Device Disappears from Connect App

Hi Luke,

 

Thanks for posting on the Community Forums.

 

I'm sorry to hear that you're having some issues with your paused/unpaused devices from the Connect App, I can appreciate that this must be quite frustrating. 

 

We will need to jump straight into raising an IT ticket for this issue. So I can raise the ticket, can you please confirm the below so I can send off the details to the IT team? 

 

  • Your device make/model
  • OS version
  • Connect App version
  • Your mobile SIM provider (on the affected device)

Many thanks,

 

Beth

0 Kudos
Reply
Shinymatt
  • 18
  • 0
  • 0
On our wavelength
67 Views
Message 4 of 6
Flag for a moderator

Re: Unpaused Device Disappears from Connect App

Hi Beth, thanks for getting back to me.

answers are:

my iPhone XR & iPad Pro 2 both with latest iOS

i also have latest connect app on both (deleted & reinstalled many times)

my daughter is on Tesco mobile (does this matter for wifi?).

cheers

luke

0 Kudos
Reply
Beth_G
  • 3.09K
  • 195
  • 301
Forum Team
Forum Team
59 Views
Message 5 of 6
Flag for a moderator

Re: Unpaused Device Disappears from Connect App

Hi Luke,

 

That's great, thank you for all the details.

 

The reason I ask what for the device carrier provider, is because the Connect App requests to log you into the app using the SIM information.

 

I've raised this issue with our IT teams now, under the reference: P010452796

 

I'm afraid I cannot advise roughly when I should hear back from the team, but as soon as I have any updates for you I will let you know from here. Feel free to request an update at anytime from here. 🙂

 

Kind regards,

 

Beth

0 Kudos
Reply
gary_dexter
  • 30.32K
  • 1.88K
  • 4.03K
Alessandro Volta
59 Views
Message 6 of 6
Flag for a moderator

Re: Unpaused Device Disappears from Connect App

Have you disabled MAC randomisation on the iOS devices??

*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
0 Kudos
Reply