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wattsy
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Virgin Connect App

Hi. My Virgin Media Connect app has stopped working. I use it regularly to restart my Hub3 as it's flakey but, as of today, when I go into Connect it just says "You have no access to home broadband" and won't show my router or extender. Anyone have anything similar happen? Thanks

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gary_dexter
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Message 2 of 9
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Re: Virgin Connect App

Use the hubs admin pages. The connect app is flaky and not worth using. 


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wattsy
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Re: Virgin Connect App

I can do that but it was useful to be able to see the status of both my hub and extender and reboot remotely.

It has worked perfectly well for about 2 years and has suddenly stopped and I had hoped there might be a solution. 

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John_GS
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Message 4 of 9
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Re: Virgin Connect App

Hi wattsy,

 

Thanks for posting. Apologies about the Connect App issue.

 

Can you try a PIN reset on your router to see if this fixes things?

 

Best,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Tudor
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Message 5 of 9
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Re: Virgin Connect App

You should never need to reboot your hub, there is an underlying problem that needs to be resolved. Let’s see what happens when you do as @John_GS suggests.


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wattsy
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Message 6 of 9
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Re: Virgin Connect App

Yes - there is an underlying issue with my hub. It restarts randomly and then when it does, it comes back with either 1, 2 or all 3 of the wireless networks functioning. Then, depending on how lucky I am, I have to carry on restarting it until all 3 are operating. I did attempt to go through customer support (or whatever it's called) about 2 years ago and didn't make any progress. This is the reason that I used the Virgin Connect app as it allows me to reset the Router and the Extender easily. 

Incidentally, I got it going again by uninstalling the Virgin Connect app and then starting fresh - connecting it back to the Hub and Extender and it's now behaving normally again. No idea what happened as the App hasn't been updated since Feb; phone misbehaving maybe?

Anyway, all sorted now 🙂  

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Robert_P
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Message 7 of 9
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Re: Virgin Connect App

Hello wattsy

 

Thanks for the update in regard to the Connect App and glad to hear this has now been resolved. There was some beck end work completed over he weekend which seems to have effected the app, out of interest, when you uninstalled the app did you completely log out of it?

 

We've been made aware by the development team this does resolve the issue.

 

Rob

wattsy
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Re: Virgin Connect App

To be fair, I can't remember whether I logged out or not Rob!

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Robert_P
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Message 9 of 9
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Re: Virgin Connect App

That's not a problem wattsy, the main thing is this is now working again for you.

 

If you need us again in the future, please don't hesitate to get in touch 🙂

 

Rob

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