on 14-04-2021 13:08
The Virgin Media app says no connection when I am on WiFi on smart phone and iPad . Have reset the Hub 3 uninstalled and reinstalled the app. Clearly a problem as used to be able to use Virgin WiFi on London Underground and that stopped working and now cannot check the house as speed is rubbish.
on 16-04-2021 16:19
Hello Pearl60
Sorry to hear of the problems using and connecting the Connect App to your home Hub and network, we appreciate you taking the time to raise this with us.
When trying to connect to the Hub using the app do you get any error messages at all? Have you made any changes to the password for the Hub and wireless network?
Have you been able to follow the advice and steps here?
Rob
on 16-04-2021 16:26
Screen says
You’re not connected
Please check your connection
Try again
i am on WiFi on iPad TV and mobile phone!!!!!
the app is a complete waste of time
on 16-04-2021 16:55
Thanks for getting back to me Pearl60, there's a few things we'd like you to check and confirm please:
Rob
on 16-04-2021 19:11
As I have already told you my mobile phone iPad and tv are all working fine on Wi-Fi and the action you requested i cannot do as completely irrelevant to me!!!! I am connected to Wi-Fi on my devices so why is the app saying not connected!!!!
on 19-04-2021 13:47
Hi @Pearl60,
Thanks for confirming. Have you managed to get on to the Connect App since the weekend?
If not, please can you confirm for me the device you are attempting to sign in to the app from? Including make/model.
Thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 19-04-2021 15:38
HI Millie
I am using a Samsung Galaxy S6 and 2019 iPad Air.
I have given up with this to be honest. Also when in London cannot pick up Virgin Wi-Fi on the underground either.
Increasingly dissatisfied customer not to be mention complaint sent as renewed contract not correct package.
on 19-04-2021 17:20
Hi @Pearl60,
Thanks for confirming. I have requested further information on this and there are no known faults at the moment with the app. However, the Connect App does require an up-to-date software to be able to run on devices too - this will need to be at least 6.0 on your Samsung.
We can try our best to make sure you're getting the right service. Please let me know if you would like to run any checks on the account in the meantime if you are not getting the correct speeds for your package.
I'm sorry to hear you're also having issues using Wi-Fi on the underground. Have you been able to use this before? Can you confirm if you are a mobile customer of ours? Also, are you having any issues with the credentials used to access your My VM Account?
Here's some further assistance on our Connect App and Virgin Media Hotpots.
Keep us posted - we're here to help,
New around here? To find out more about the Community check out our Getting Started guide
on 22-04-2021 10:44
I have followed the steps and have already told you twice the error message I get. I had a nightmare yesterday trying to get printer to work as clearly connected to Wi-Fi and saying no printer found and then iPad was not connecting and automated pathetic service tested the line and Ipatronisingly suggested rebooting the hub and eventually it worked. Blaming Covid for a broadband support service that was poor before the pandemic is disgraceful.
on 23-04-2021 14:17
Apologies for the experience Pearl60 but we're pleased to hear the issue was resolved following the call.
We'll also be sure to pass your feedback on to the relevant team in regards to the experience, we're really busy at the moment but working hard to get to all customers as quickly as possible. If during any call you feel unhappy with the advice or resolution offered you always have the option to escalate during the call.
Rob