Thank you for your post. I'm really sorry to hear you're having some issues connecting to hotspots using our Connect App lately. Have you used this in the past without issues, or is this your first time using the app?
Can you also confirm if you're using it as a Virgin Media customer, or do you have a Virgin Mobile SIM card within the handset? This would affect how you sign into the app and use this service, and you can find more information here.
Can you confirm how long you have been a installed for and if you have set up an online account with us. You'll need to set up an online account to access the connect app. You can do this by clicking no account? Create one here and completing the required fields.
Can you also confirm which router you have installed? The HUB 3 is the only router which currently supports the connect app.