Menu
Reply
JBrack79
  • 9
  • 0
  • 0
Tuning in
273 Views
Message 1 of 22
Flag for a moderator

virgin media connect app

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

Tags (1)
0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
259 Views
Message 2 of 22
Flag for a moderator

Re: virgin media connect app

Are you using Android 11?

Apparently there are issues with that and the Connect App



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

JBrack79
  • 9
  • 0
  • 0
Tuning in
248 Views
Message 3 of 22
Flag for a moderator

Re: virgin media connect app

No I’m of iOS (iPhone x) 

0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
244 Views
Message 4 of 22
Flag for a moderator

Re: virgin media connect app

Have you tried uninstalling and reinstalling the app?

Long shot but it has been known to work!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

0 Kudos
Reply
JBrack79
  • 9
  • 0
  • 0
Tuning in
232 Views
Message 5 of 22
Flag for a moderator

Re: virgin media connect app

Still no joy after reinstalling the app. Thanks though. 

0 Kudos
Reply
lotharmat
  • 2.54K
  • 189
  • 462
Trouble shooter
228 Views
Message 6 of 22
Flag for a moderator

Re: virgin media connect app

Dang - Sorry!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Travis_M
  • 902
  • 36
  • 68
Forum Team
Forum Team
156 Views
Message 7 of 22
Flag for a moderator

Re: virgin media connect app

Hi @JBrack79

 

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

 

Regards

Travis_M
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
JBrack79
  • 9
  • 0
  • 0
Tuning in
150 Views
Message 8 of 22
Flag for a moderator

Re: virgin media connect app

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? 

0 Kudos
Reply
JBrack79
  • 9
  • 0
  • 0
Tuning in
149 Views
Message 9 of 22
Flag for a moderator

Re: virgin media connect app

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

0 Kudos
Reply
Travis_M
  • 902
  • 36
  • 68
Forum Team
Forum Team
148 Views
Message 10 of 22
Flag for a moderator

Re: virgin media connect app

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

 

Regards

Travis_M
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply