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emmalouise019
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Virgin connect app won’t work

I’m new to virgin & have downloaded the virgin connect app. My issue is that it won’t connect to the internet, I’ve connected the hub but it keeps saying “please connect to your hub. It looks like your connected to your home network via an unrecognised access point. Please connect to a hub to to scan your home” I’m connected on my iPhone 12 Pro Max so can’t understand why it isn’t working, what am I doing wrong?

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lotharmat
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Message 2 of 12
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Re: Virgin connect app won’t work

What hub have you got?

The app only works with the hub 3!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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emmalouise019
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Re: Virgin connect app won’t work

it’s the hub 3 that I have, I’ve managed to connect to the hub but it just won’t go any further than that 

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jbrennand
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Message 4 of 12
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Re: Virgin connect app won’t work

What are you wanting/expecting the connect App to do that you cant do by other means?

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Zak_M
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Message 5 of 12
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Re: Virgin connect app won’t work

Good afternoon @emmalouise019

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with the connect app. 

 

As a few days have passed since your original post I was wondering how things are looking? 

 

Kind regards,

Zak_M

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emmalouise019
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Message 6 of 12
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Re: Virgin connect app won’t work

I’m still not able to connect to the hub, tried on multiple devices and I either get told I’m trying to connect via an unrecognised device or that it just can’t connect to the hub 

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Hayley_S
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Message 7 of 12
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Re: Virgin connect app won’t work

Hello @emmalouise019,

 

I am sorry to see this!

 

Can you try using the connect app on a different device? 

 

Many thanks,

Hayley
Forum Team



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emmalouise019
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Message 8 of 12
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Re: Virgin connect app won’t work

I tried it on my iPad too & that wouldn’t even connect to the hub, it just kept telling me it was resetting the hub & that’s it 

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Gareth_L
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Message 9 of 12
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Re: Virgin connect app won’t work

Thanks for replying emmalouise019

So I can take a look at this in more detail

I would need to pass security

If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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VicHMC
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Message 10 of 12
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Re: Virgin connect app won’t work

We’ve had our Hub 3 replaced because of the Wi-Fi constantly dropping out. The connect app now won’t show devices etc under the Broadband tab. It tells me to touch on the exclamation mark at which point the hub reboots but nothing ever changes.

Any ideas?

 

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