Virgin Media Hotspots

[Mervw1]

Dear All,

I cannot connect to Virgin Media Hotspots.

I have downloaded Virgin Media Connect app more than once,deleted it and reinstalled it more than once,and still no joy.

I have just got a new Samsung A32 5G phone,had the issue ever since i got it.

Have not had much help from Virgin support either,and look to you guys for some assistance.

I have also done a complete Factory reset on my new phone and installed in new SIM card that Virgin sent to me.

The issue i have is that when i try to connect,by changingThe EAP method from PEAP to AKA as recommended by Virgin,that i get a message back saying"Couldn't connect.Invalid credentials".

Then underneath Virgin Media is"Couldn't authenticate connection"

I am mystified by this and look to you for some help and a possible solution to my problem.

Many Thanks in anticipatiom.

Merv

[Mervw1]

Hi Paulina_Z,

Also from the Virgin Media settings page,

[Robert_P]

Can you also confirm the version of OS you're using on the handset please?

Rob

[Mervw1]

Hi Rob,

Hope this is what you need

[Laurie_C]

Hi Mervw1,

Thank you for providing that information. I've raised this with our IT team now, and I'll be in touch as soon as I have an update for you. Thank you for your patience.

Kind regards,

Laurie

[pabx]

Have had same problem since new Android 11 phone bought through Virgin in March.  With the same screens.

The "IT Team" do not seem interested as I had the same response weeks ago with no progress.

[Mervw1]

Hi PABX,

Yes,same with me.

Still totally unhappy with the response from Virgin,which seems to be absolutely uncaring of them,that their customers are in a position where they cannot access Hot Spots.

[Lee_R]

Hi pabx thanks for posting and welcome back to our community.

I am sorry to hear you're currently unable to access hotspots.  Do you know if my colleagues have raised any sort of I.T ticket relating to the issue?

Regards

Lee_R

[pabx]

Thanks for asking Lee

One I was tracking for a reply is in this thread https://community.virginmedia.com/t5/Networking-and-WiFi/get-set-for-WiFi-hotspots/m-p/4672035/highl...  where Emily_G said she would follow up, but I have seen several similar.  Please don't suggest the AKA workaround because it doesn't work.  There seem to be quite a few of us with new androids (last 5-6 months) who can't use the hotspots and are wasting loads of time trying.  

[jbrennand]

And another one. Looks like Android 11 is not being liked !

https://community.virginmedia.com/t5/Networking-and-WiFi/Virgin-media-hotspots-dont-work-no-more/td-...

[Travis_M]

Hi @pabx

Can you please go to go to Settings > Connections > WiFi and find the Saved WiFi network list. Depending on your Android device this may be shown under an Advanced setting. Please remove the following saved profiles:

• Virgin Media
• _The Cloud X
• arq_wifi_x
• Horizon Wi-Free
• TelenetWiFree
• UPC Wi-Free
• XFINITY
• Ziggo

Then

• Go to the Connect app menu
• Select Settings
• Select Virgin Media WiFi hotspots account status

This will re-configure your device for our hotspots.

Let me know how you get on.

Regards