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Cannot log into Connect app

I'm new to Virgin Media and have just had my fibre broadband provided (Last Friday) All works fine but want to use the connect app to check for signal strength around the house etc. have created a 'mt Virgin' profile on the desktop and all works great. downloaded the connect app to my android phone (NOT Virgin mobile) but cannot log in to my account despite using the same login details that work on the desktop. Have deleted the app and reloaded - still no luck. I decided to tell the app that I couldn't remember my username, and asked for it to be provided by using my account number, area code etc. and the response was 'username not known' despite it working fine on the desktop. As my order was only completed last Friday, I'm assuming there's something missing in the set-up?

Spent 30 minutes on the phone to the help-desk this morning, explaining the issue to 4 different 'advisers' before being transferred to a 5th and the call dropping out. I gave up at that point.

Does anyone know what's wrong and how do I fix it... hopefully without suffering the pain of the help-desk once more?

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Re: Cannot log into Connect app

Hi Healeyrob,

 

Thank you for your post and welcome to the community.

 

I'm sorry to hear about the issue you're having. 

 

Have you had the services installed in the property?

 

^Martin

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Re: Cannot log into Connect app

yes the fibre was connected last Friday and I'm using the broadband to send you this message. All works fine.

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Re: Cannot log into Connect app

Are you able to try a different mobile device to see if you can log into the Connect App?

 

Let us know how it goes so we can help.

 

Thanks,

 

Lisa

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Message 5 of 9
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Re: Cannot log into Connect app

Hi, same symptom here cannot log into virgin app...tried deleting app restarting and reloading but still comes up with the same message "you can only sign in with the main account holders username and password. please try again"

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Re: Cannot log into Connect app

Hi Bsheen77, 

Thanks for your post and welcome to our community. 

Sorry you're having some issues logging into the app, this ins't good. 

Can you confirm it's the Connect App you're trying to log into?

Are you able to log into any other apps like My VM? 

Are you trying to log in with the primary email address and details? 

Emma_C - Forum Team
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Re: Cannot log into Connect app

i can log on with the secondary address fine on my pc (hence our conv now) however my primary account which I believed was deleted must be still activated...it was a account with my ex wife 15yrs ago must be...I spoke many moons ago and thought it was removed and bsheen1@blueyonder.co.uk was the primary account..I dont have details of the pass words or access to the account

 

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Re: Cannot log into Connect app

Thanks bsheenn77, 

We'd need to have a closer look at this and see what can be done, so I'll pop you a personal message and we'll take it from there 🙂 

Emma_C - Forum Team
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Re: Cannot log into Connect app

Hi Bsheen77, 

Just letting you know it's all been sorted now. 

You will now need to try and log in with the email address that has been changed to the primary account. 

Any issues reply to the personal messages and we can take a closer look. 

Emma_C - Forum Team
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