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Broadband connectivity on app

Trying to use the connect app to be able to switch off all the devices I have, however, it says I don't have broadband??? How do I rectify this?

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Re: Broadband connectivity on app

Hi Tracie1tc,

 

Thank you for reaching out to us in our community, I am sorry to hear you are having issues with our connect app.

 

Are you still having the same issue or has this now been resolved?

 

You will find all the information around the app here including FAQ'S.

 

Kind regards

 

Paul.

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Re: Broadband connectivity on app

I am able to log on to the app, however,  it's telling me I don't have broadband!! I received an email telling me this had been rectified - it hasn't!

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Re: Broadband connectivity on app

Hi Tracie1tc,

 

Are you able to clarify as to the exact error message you're receiving?

Is the message advising that it is unable to connect to a hub or that you don't appear to have broadband services on your account?

 

Thanks,

Tom_S

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Re: Broadband connectivity on app

I'm still not able to use the broadband facility on the connect app. When I click on it it says "not a virgin fibre customer yet"

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Re: Broadband connectivity on app

Thank you Tracie1tc,

 

How long have you been a customer with us?

Does your online account work normally and display your services with us or does it also advise that you've not been installed yet?

 

Thanks,

Tom_S

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Re: Broadband connectivity on app

I've been a customer for several years, I can access other services just not broadband on the app

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Re: Broadband connectivity on app

Thanks for the reply Tracie1tc, 

Please can you provide screenshots from the app so we can take a closer look at the issue? 

Dean C

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