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MontyMole
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Message 1 of 35
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Virgin Media Connect App repeatedy needs to check my sim

Hi,

I have an Honor 8x running Android 8.1.

About 1 in 3 times I start the Virgin Media Connect app it says there is a problem and it needs to check the SIM by turning off the Wifi etc. Then about half the times after that I have to re-log into my Virgin Media account too for the broadband section.

I have tried clearing the cache and data and the going through the setup but then when I go back to the app later it has to check the sim again.

I have tried uninstalling and re-installing the app. But this hasn't resolved the problem.

Any suggestions appreciated. Thanks,

Gareth

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Magellan
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Message 2 of 35
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Re: Virgin Media Connect App does not recognise my SIM

I have a similar problem in that the App fails to connect to my (Virgin Mobile) SIM, with the message "Sorry we have a problem, please try again in a moment..."

I have tried repeatedly with no luck, I have also asked in a Virgin Media Store (Southampton) where the assistant tried everything, including a replacement SIM all to no avail.

Call centres have been less than useless: I started at Virgin Mobile, they told me it is not their app and passed me on to Virgin Media, after a long wait I was passed on to "Faults", who told me it is not their app, go to Virgin Mobile. So full circle and no further forward.

My phone is a OnePlus 3T, recently updated to Android 9.

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Forum Team
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Message 3 of 35
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Re: Virgin Media Connect App repeatedy needs to check my sim

Hi MontyMole, 

I'm really sorry that you're having this issue. 

Have you tried using the help section to message our Connect app team directly for further assistance? 

Emma_C - Forum Team
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Message 4 of 35
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Re: Virgin Media Connect App does not recognise my SIM

Hi Magellan, 

I do apologise for the experience and the trouble you're having using the connect app? 

Do you have any safety software on your handset at all? If so this can prevent the app from setting up? 

Do you have a screen shot of the error? 

Thanks. 

Emma_C - Forum Team
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Magellan
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Message 5 of 35
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Re: Virgin Media Connect App does not recognise my SIM

Hi Emma,

Thanks for responding to my post. I'm not aware of any "safety software" on my device, the only utility of that type is CCleaner, but I don't think it has any blocking function.

Screen shots as requested:

Screenshot_20190614-223524.jpgScreenshot_20190614-223642.jpg

Best wishes.

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Magellan
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Message 6 of 35
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Re: Virgin Media Connect App does not recognise my SIM

PS My screenshot images are not displaying - any other way of sending/uploading them to you?
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Magellan
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Message 7 of 35
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Re: Virgin Media Connect App does not recognise my SIM

Please ignore my last post - images are now visible.
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Forum Team (Retired) Tom_S
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Message 8 of 35
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Re: Virgin Media Connect App does not recognise my SIM

Hi Magellan,

 

The reason that images don't immediately appear on our forums is because they need approval from our moderators first.

I see that it looks as though you're currently using a dual-sim handset and that you have both SIMs in the phone at the time of the screenshots.

Is the Virgin Media SIM in the primary SIM tray?

Have you been able to try to connect to the app with the second SIM disabled?

 

Thanks,

Tom_S

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Magellan
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Message 9 of 35
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Re: Virgin Media Connect App does not recognise my SIM

Thanks for your reply.

Yes, this was tried by the assistant in the Virgin Media store. It made no difference.

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MontyMole
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Message 10 of 35
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Re: Virgin Media Connect App repeatedy needs to check my sim

Hi, Thanks for your message. No I haven't. I looked in the FAQ and there was nothing in there that helped so moved to the next option which was putting something on here. I will move to the 3rd option and try contacting the team.

G

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