virgin media connect app

[JBrack79]

Hi all,

I am hoping one of you can help me as I’ve been having the worst experience with the virgin support line team.

I have the Hub 3.0 and on the connect app there is a section which allows me to scan for black spots in my house (the wifi signal isn’t great so I’m trying to use the app to identify where to place the new boaster pods). When I go to that section in the app it seems to be connected to the hub but when I go to ‘scan room’ it tells me I need to reconnect to my hub or booster but when I hit ‘try again’ it won’t reconnect. 
I have been direct to the hub section prior to the ‘add room’ bit and there it tells me my signal is ‘great’ however when I select ‘rescan hub’ and place my phone within 1m of the hub (as it’s says to) it won’t connect. 
 I’ve rebooted several times but no change. Any ideas people? 
I can’t face calling the virgin support line again🤪 

Thanks all

[lotharmat]

Are you using Android 11?

Apparently there are issues with that and the Connect App

[JBrack79]

No I’m of iOS (iPhone x) 

[lotharmat]

Have you tried uninstalling and reinstalling the app?

Long shot but it has been known to work!

[JBrack79]

Still no joy after reinstalling the app. Thanks though. 

[lotharmat]

Dang - Sorry!

[Travis_M]

Hi @JBrack79

Could you check if the app is updated to the latest version for me please?

Regards

[JBrack79]

Can you tell me how to do that. I did uninstall and then reinstall it earlier this week so I’d assume that would put me on the latest version? 

[JBrack79]

Just had a look and it’s version 12.13.21(0)

[Travis_M]

Can you check the app permissions to see if WiFi is turned on please? This would be in the settings. 

Regards