Virgin Media Connect app will not connect

[Pearl60]

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. 

[udaraau]

I am having the same frustrating experience with the connect app. I have tried everything mentioned (Delete app, Reset, Alternative device) here but still getting the "Something went wrong message". I am using an iPhone 11 Pro Max with OS version 15.3.1. The alternative device was an iPhone SE with 14.8.1. Please help. I am just trying to check whether my booster is properly configured and whether there are any other blackspots remaining. 

[Vikki_M]

Hi @udaraau

Thank you for your post and welcome back to our community. 

I am sorry to hear about the issues you are having with the connect app.

Could I just check please, are you using the latest version of the app?

Is your phone updated?

Please pop me a reply when you can.

[udaraau]

Thanks for taking the time. Yes, the iOS version is15.4. Connect app version I have is v12.13.30(0) LF v3.128. 

[Ashleigh_C]

Can I just check have you also tried a full factory reset on the Hub? 

To do this push a pen etc into the 'reset' hole at the back of the Hub and hold in for 20 seconds. This will force a full reset and if the WiFi password has been changed at all it will revert to the original settings. 

Thank you.