I was sent a booster by Virgin Media. Installed, copied Wifi address/password from Hub 3, all working well and could see connected devices on Virgin Media Connect App.
After few weeks no longer able to see Booster on the App, although I can see the Hub 3. I believe the Booster is working ok, although as it has the same broadcast / password as the Hub I don't necessarily know if a device is connected to the Hub or Booster.
So the issue is I am unable to see the Booster on the app and therefore unable to see any devices connected to the Booster (although can see Hub and devices connected to it).
I have done the following:
- Contacted Virgin Media on live chat, telephone and via the App - they cant see any issues / unable to resolve.
- I have rebooted the following, the Hub 3, the Booster.
- I have uninstalled and reinstalled the App.
- I have re-set the Booster, the Hub (using the re-set button using a pin).
- I have re-installed the Booster.
- I have tried loading the App onto a 2nd device - same issue - unable to see Booster.
Any ideas/suggestions.thoughts/views would be appreciated.
I am sorry you have had these issues, this does seem very strange to happen, when using the app, there is a help section with a specially dedicated team that can support on
the Virgin Media connect app, Have you been able to speak to them about this?
Lol, have you ever actually used the "Help, Message Us" facility via the VirginMedia Connect App? You send a message, two or three days later someone responds. They ask you to confirm your name, I provide it. Several hours later I get another message, "Hey, how can we help you". I respond, two days later you get another message, "We just need to confirm your details" - I'm sure your getting the picture.
I see, I am assuming that pursuit was not particularly fruitful, I have emailed some colleagues that work with this app for you, I will hopefully get a reply today.
Please pop back if I have not reached out to you in a couple of days
The response on the Connect App via Message us /Help was pretty awful TBH. it was terribly slow, then told I had been connected to wrong teams, apparently connected to mobile, so query sent to another team. The App, when in help, constantly says "Still trying to connect" despite good Wifi and all other Apps working well over Wifi. Same issues on another device. Unfortunately VirginMedia have not suggested an engineer visit. I raised a complaint, regarding another matter, that VirginMedia never even responded to for nearly two months before I contacted the CEO. Think time to consider going to Sky.