on 27-10-2021 18:30
Hi I’m a new virgin broadband customer the engineer advised me to download the connect app which I have. I cannot log in. I’m using my same details as my virgin media account and it’s coming up an error.
I thought maybe it was a password error but it will not allow me to reset the password due to a ‘technical’ error on the sites.
im certain my password is correct but it won’t allow my to log in to the connect app.
im using an iPhone 12 which is up to date as is the my virgin media app
thank you
on 27-10-2021 18:35
Just to add it says we didn’t recognise your username / password yet I’m using the same one as from my virgin media app?
on 27-10-2021 18:43
Oops, we've ran into a problem.
Wait a minute and try again. If this doesn't work, please come back later. (Code: DEF01)
I can’t sign in to my virgin media on a web browser either
on 27-10-2021 19:50
Another update tried using my mobile data non virgin still getting the above error message and now this one
We haven't been able to find your details with the information you have provided
the information I provided was the account number and area reference virgin emailed me
please can somebody help me, this shouldn’t be so hard!
on 27-10-2021 20:36
on 27-10-2021 23:22
Hi john
thanks for the response. I don’t know, the engineer said to download it. You can check for black spots in the WiFi, virgin hot spots etc when out?
what do you mean by logging into the hub settings?
sorry this is all new to me.
on 28-10-2021 14:33
on 01-11-2021 15:49
Hello @Verity83,
Welcome to the community page, thanks for posting.
I am sorry the connect app is not working for you.
I can see you have been given advice on how to get around this, do you still require further help?
Many thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 16-05-2022 13:17
Hi
im also getting the same issue can my email please be removed so i can reset my account im a returning customer so i belive this is the issue.
many thanks
on 18-05-2022 15:46
Hi @dchizzy1 thanks for posting and welcome to our community.
Sorry to hear you're having issues with the connect app. So we can understand the issue further, could you please describe the specific issue impacting you?
Regards
Lee_R