Can't Connect To Connect App & Have A Blackspot - Wifi Booster Needed

[MrsS71]

We have recently switched broadband provider to Virgin from BT and whilst we are mostly happy with the service received we cannot connect any of the devices in our household (mixture of Apple & Android) to the VM Connect app - we keep getting the message that our Hub 4 can't be found. I have tried all the obvious solutions that I have located in this forum but to no success. The reason I want to connect is that we have a Wifi blackspot and it seems that I need to run a scan to be able to order a Wifi booster disc (we also had a booster disc with our BT Package in the same area). We have Volt benefits as long term existing O2 customers so I'm getting very frustrated that it's proving so difficult to be able to order a booster disc.

[John_GS]

Hi @MrsS71 

Thanks for posting and welcome to the community.

Sorry to hear of the WiFi issues.

Have you got a VPN on the device? If so, kindly remove it and then you should be able to connect the app to your router 🙂

Or, if you have no VPN but split the WiFi bands, un-split them, ensure Intelligent WiFi is on, and you should connect to the router :).

I'll send you a PM though to assist further.