Virgin Media Community

[kamranbaig]

Virgin Media Connect App stopped working after some days of installation of Hub-5. I've rang and gone through different troubleshooting methods been told my Virgin Media technician but nothing work. 

I've raised a complaint some weeks ago and Virgin Media didn't bother to ring or reply. I've rang again and been told there is a problem with App, Virgin Media is trying to sort it out.

It's more than a month but there isn't any solution yet?

[Ilyas_Y]

Hey there @kamranbaig 👋 Thanks for reaching out to us and a warm welcome to the Virgin Media forums!

I'm sorry to hear about the issues with the Connect App 😞
May I ask if you're able to send a screenshot of the issue itself that is occuring?

Are you able to try another device and see if the same issues occur on there as well?
Are you able to ensure that the Connect App you have is on it's latest firmware as well as your operating system?

Let us know.

Kind regards,
Ilyas.

[kamranbaig]

I have uninstalled/installed the app many times since I have raised the complaint last year December-2022. I have also reset Hub some time but nothing changed.

Please find screen shot (App can't find Hub).

[kamranbaig]

I have installed this App on other iPhone but it's still not working.

[Reece_MH]

Hi kamranbaig,

Thanks for confirming that. I'm sorry things still aren't working. Please ensure you are connected to your Home Network, and don't have any 3rd-party equipment (such as a Router) connected, and ensure your Hub is in Router Mode. The app also won't allow the connection if you're on a Guest network, VPN or Mobile Data. 

If, after checking those, you're still having the problem, try clearing the data within the Connect App. These steps will help you do that: 

For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. 
 

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

If this also fails then please be aware that our teams are currently aware of an ongoing issue, that is causing the app to not recognise the Hub in a minority of instances. The team are investigating and working on fixing this as a high priority. 
 

Thanks, 

[kamranbaig]

I've tried everything but it's still not working.

It's more than a month and there isn't any solution of the problem with the App?

[Martin_N]

We do appreciate your frustration with this kamranbaig.

We are still investigating this. 

^Martin