VM connect app not working

[sagarshah44995]

Hello, 

My Virgin media app not working. It's going from last month now. 

It keeps saying Broadband is not found try again. 

Using hub 3.

Have rested a few times, and call VM customer service but not helpful also on the latest Android software, and updated app. 

Have now delete app a few times and reinstalled but not working. 

Thank you. 

[Vikki_M]

Hi @sagarshah44995

We're sorry to hear you're having an issue with the Connect App recognising your hub. 

The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. 

These steps will help you do that: 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

If this also fails, we currently have a known error with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority. 

Pop back and keep us posted. 

[sagarshah44995]

Hi Vikki, 

Using app when connected to Home WiFi and also tried clearing data / cache still no luck. 

Thank you. 

Sagar