Thank you for reaching out to us in our community and welcome back, sorry to hear you were having issues running our Connect app,
I have located your account with the details we have for you and can see everything is active, I can also see you have set up a online account so have the username and password which is the same for our connect app.
As you advised you were only installed on 14/06/21 it can take a few days for the system to recognise you, have you been able to log in since your last post?
I had the same issue. Then wiped the app and reinstalled. Now the silly app is telling me "Something's not right. It looks like you're still signed into the Hub from a previous session..." yadda yadda...
I've wasted several hours on the phone to Virgin and trying to get this thing to work today.
Do you guys get paid to fix this stuff or is this a volunteer community?
Either way, pretty crappy service from Virgin today.