Question 1

Is the Virgin Media Connect app free?

Accepted Answer

Yes. You can download it on the App Store or Google Play for absolutely nothing.

Question 2

How do I set up the Virgin Media Connect app?

Accepted Answer

Using the Connect app is really easy, here’s how to get started today:
Download the app – it's free from Google Play or Apple’s App Store.
Sign in using your Virgin Media broadband account.
Click “Sign in with a Virgin Media account” and log in using your My Virgin Media details. Once you log in, make sure your WiFi is on and the app will automatically connect to your WiFi network.
You can now also set up fingerprint and facial recognition for quicker sign in. 
Share the benefits – sign in and use the Connect app on up to seven devices at the same time, if you have our broadband.

Question 3

What Hub do I need to use the Virgin Media Connect app?

Accepted Answer

The Virgin Media Connect app is available to anyone with a Hub 3, 4 or 5. Not sure which Hub you’ve got? Have a peek at the sticker on the bottom or check through the Connect app.

Question 4

How do I change my WiFi settings using the Virgin Media Connect app?

Accepted Answer

Once you’ve linked the Virgin Media Connect app to your Hub 3, 4 or 5, you’ll see your network details on the Home tab of the app. To change your network name and password, go to the Broadband tab, tap the menu symbol in the top right corner and tap on WiFi networks. Here you can change your network name (SSID) and password, choose which WiFi network you want to broadcast, and change your Hub's settings password. Remember that whenever you change your network name or password, you'll need to reconnect all your devices to the WiFi again. To share your WiFi details, simply show your friends the Home page of the app, or scan a QR code then click to share your details.

Question 5

What is a super-intelligent Homescan?

Accepted Answer

Powered by independent speed tester Sam Knows, the new super-intelligent Homescan is a two-step speed test. This means it tests your WiFi speed to your device and the line speed you are getting to your Hub.
This helps identify where the potential issue is and recommend the appropriate solution, such as a WiFi Pod.

Question 6

How do I order a mesh WiFi Pod on the Virgin Media Connect app?

Accepted Answer

If you’re not getting download speeds of at least 30Mbps in every room, you can order your first mesh WiFi Pod on the connect app. Using our home scan feature, you can see how well your WiFi’s working around your home. It’ll guide you from room to room to carry out WiFi speed tests. If the home scan finds a potential signal-less spot, it’ll test our broadband speed to your Hub to make sure there isn’t a problem with your network. If everything’s okay with your Hub, the app will take you through to order a mesh WiFi Pod to help deal with the situation. If you’re not getting download speeds of at least 30Mbps in every room with one WiFi Pod, you can request a second or third one by logging into your My Virgin Media account, clicking on "your package", and following the directions on the WiFi Max modal. Alternatively you can use one of our accessible contact options here. Monthly charges may apply when ordering a mesh WiFi Pod. Visit www.virginmedia.com/wifi-max to find out more.

Question 7

How do I see my WiFi Pod in the Connect app?

Accepted Answer

As long as your WiFi Pod is plugged in and Connected to your Hub (The light on the Pod is off), the super-smart Connect app should automatically find the WiFi Pod.
You will need to be connected to your WiFi (Hub or Pod) and you should be able to see both Hub and Pod in your Broadband tab. If your Broadband tab is showing your WiFi network as a device-view, tap the WiFi / switch symbol in the middle, to flip the view round to your Hub and Pod.

Question 8

I can’t run a super-intelligent Homescan, help!

Accepted Answer

Our super-intelligent Homescan needs the newest version of the Virgin Media Connect app to run properly. If you are having trouble running a scan, please check that you are currently using the most recent version of the app.
Not sure how to check which version you are using? Just check our handy guide below to ensure you’re running the most up to date version.

Question 9

How do I update the Virgin Media Connect app?

Accepted Answer

Updates for the Virgin Media Connect app update automatically if your automatic updates are switched on. If not, here is a handy guide to manually check that you are running the most up to date version.

APPLE:
Open the App Store on your device.
Tap the profile icon in the top right of the screen.
Scroll down to ‘Upcoming automatic updates’, and find the Virgin Media Connect app.
Tap update
Having trouble? Click here for further information

ANDROID:
Open the Google Play store on your device.
Tap the profile icon in the top right.
Tap ‘Manage apps and devices’
Find the Virgin Media Connect app.
Tap update.
Having trouble? Click here for a detailed guide

Can’t see an update button? Good news! This means you are already running the latest version of the Virgin Media Connect app.

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