VM Connect: 'can't connect to server'

[7dials]

Hi,

I'd like to use the VM Connect app on my iPhone to help tackle weak wifi signal strength in different rooms, but I can't get the app to work.

Every time I go through the sign-in screens, I get a message saying 'Sorry. We couldn't connect you to the server. Please try again in a moment.' I then get a message saying 'We can't seem to identify you right now. Please sign in again'.

I can however sign into VM on my laptop using the same email address and password.

I've tried deleting and reinstalling the app.

Someone else posted a query about an almost identical problem some months ago, but it seems not to have been solved. Any help would be very much appreciated; thanks.

[Client62]

Having Apple Relay (a type of VPN) enabled prevents the VM Connect app from working.

Do be aware the Connect app has many reports that it does not contain any way to request or order VM Pods which often results in customers spending hours on the phone to VM and suffering weeks of frustration when VM Pods that are promised verbally fail to materialise.

I'd suggest order a decent retail Wi-Fi Mesh with enough nodes to cover your home,
and then you can have it delivered and installed as soon as you like & it is yours to use with any ISP.

[Alex_RM]

Hi 7dials,

Thanks for posting and sorry to see you're having some issues with the Connect App. 

Do have another device you can try downloading the app onto?

Alex_Rm

[7dials]

Thanks and sorry for the late acknowledgement – VM email sends my Community notifications to spam!

I don't have Private Relay enabled, but thanks for guiding me to check.

In the end I phoned customer support and went through it all with an agent who ended up as baffled as me. But he offered a simple fix: sending me a wifi pod, which I qualify for under my contract, without going through the VM Connect process.

A verbal promise like the ones you warn about, but I did get him to put a note on my account about it, so we'll see ...

[7dials]

Hi Alex and apologies for not checking my VM email spam folder, where the notification of your message was sent. I don't have another device I can use, but as I've said in my reply above, I've been promised a wifi pod by a customer service agent.

[Ayisha_B]

Could you do a speed test and share the results here?

This will allow us to establish if a Pod is needed.

[7dials]

Thanks for the suggestion. In fact I resolved the issue by confirming speed of <30Mbps while on the phone to an agent. She placed the order and I received the pod today, 3 working days later. It seems to be doing the job.

If anybody else needs a pod but can't get the VM Connect app to work, I'd suggest sorting it out by phone. And deleting the useless app.