Virgin media connect app - Can't enable wifi hotspots

[tuckova]

I'm a Virgin Mobile customer and I'm trying to enable hotspot access on my Pixel 4a via the Virgin Media connect app and it's failing every time I click on the "Get set for wifi hotspots" after a short period of time with "no server response" despite a strong wifi and 4g data connection as per the screenshots below.

      

I've followed all the advice I can find like:

• Confirming the hotspot account status and that it is retrieving all my other account details correctly
• Checking for existing saved wifi networks and removing them (there aren't any as it's a new phone)
• Confirmed that the app has the required permissions
• Deleting the app cache/data and reinstalling the app
• Tried activating at multiple time across various days in case it's an issue at the server end

Is there anything else I can try or does the application simply not work on android 11? (note: I've recently installed the app on an android 8 device with a different sim card and that worked fine).

[Kath_F]

Hi HandyHat, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that you're having an issue with connecting via our public hotspots. 

If you have joined or recontracted to Virgin Media Broadband or Virgin Mobile on or after 1st December 2022, Virgin Media’s out of home WiFi hotspots and the Virgin Media London Underground WiFi service are not available to you and will not form part of your contract for either Virgin Media broadband or Virgin Mobile. 

The service itself will be ceasing on 1st November this year.

Apologies for any inconvenience caused.