Virgin media connect app update

[rem001]

I've just noticed there is an update available for the connect app on Google Play.  It states that the update includes compatibility with Hub4.  However, it isn't stated whether the update now works on Android 11 and 12.  Does anyone know if the update is compatible with Android 11 and 12?

[Carley_S]

Hi @rem001

Welcome back to the community. 

That's right,  connect app recently transitioned so that it works with the Virgin Media Hub 4. As of July 5th, this is when it was rolled out for iOS platform and from July 12th onwards - this is when it will work with Android devices. For both platforms it will take a total of 3 weeks for it to fully migrate so that it works on both operating systems. 

Please ensure on the app you have the latest firmware installed / updated and let us know if you have any issues on your android device from the 5th August 2022. 

[newapollo · Accepted solution]

Hi @rem001

I have three android devices, all running android 11 which updated yesterday to version 12.20.15.   The WiFi Hotspot section works on all three.

Sorry, I can't confirm if it will work on android 12 but the update was planned to work on both builds.

[Bazzer3279]

Why when I try to use hot spot I get profile not installed.

[rem001]

I get the same

[rem001]

It's now 6th August and I've tried accessing wifi hotspots with the app numerous times on my android phone over the last two days without sucess. If I click "Get set for WiFi hotspots" it returns the message "Sorry, something went wrong. There was no server response. Please try again in a few minutes" but every time I try it returns the same result. 

If I go for the other option "Find WiFi hotspots" it returns "Profile not installed. You won't connect to WiFi hotspots". Yet when I check the app settings all my account detais are there and under WiFi settings it states, "Your account is set up to use Virgin Media WiFi hotspots".  So why isn't it working? Any help to resolve this issue would be very much appreciated.

[Zoie_P]

I am sorry to hear this rem001, 

Have you got a screenshot of this error? Are you able to check on a different device to see if it can connect?
Zoie

[rem001]

Unfortunately I'm unable to check on another device.These are the screenshots of the messages returned when I attempt to find hotspots

 

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[Ashleigh_C]

Hi there @rem001

Thank you for coming back to us. 

We're sorry to hear that this still isn't working for you on the new update. We are aware there's been an issue with hotspots on Android 12. 

We're working on getting this resolved as soon as we can. Apologies for the inconvenience. 

Thank you.