Virgin Media Connect app FAQs

There are a lot of benefits to having the app:

• Get your broadband up and running - Our handy step-by-step guides will help you install new Hubs, and Virgin TV boxes.
  
• Run a WiFi home scan - Let the app guide you around your home, room by room, to check WiFi performance in each one. Just connect to the Hub, tap ‘Start the scan’ and off you go!
  
• Chat to us, live - Not found what you need in our FAQs? You can contact us directly for tech support whenever you need it – just head to the FAQs section of the app to find this feature and say hello. We’re on live chat from 8am to 10pm, 7 days a week.
  
• Pause WiFi to your devices - See all your connected devices and pause WiFi to individual ones whenever you like – perfect for when it’s the kids’ bedtime.
  
• Have happy guests – share your WiFi password through a QR code in the app, even switch on a second network for the kids, gamers and visitors to connect to, ‘specially.
  
• Perfect your settings - Rename your home WiFi network or reboot the Hub remotely with just a few taps from the comfort of your sofa.
  
• Find useful FAQs - Ready and waiting in the app, we’ve put together a list of commonly asked questions we think you’ll find handy
  
• Join our community forum - There are over 600,000 members in our gang, all ready to help and share handy tips on getting the most from our services.

Downloading our Connect app really is the best way to access our fast and free WiFi hotspots.

It’s free to download from Google Play or Apple’s App Store.

You have 3 options:

• Create your My Virgin Media account – if you haven’t already, so you can sign in as a broadband customer on the Virgin Media Connect app.
• Get a username reminder – tap the ‘Forgotten your username?’ link on the app’s sign in page. You’ll need your account number and area reference number (off your bill).
• Reset your password – use the ‘Forgotten password?’ link to create a secure, new password that’s easy for you to remember.

When you’re signed in on the Connect app, you’re ready to use its best features:

Test your WiFi performance

See how well your Hub 3’s powering your home. Open the Connect app’s Broadband tab, tap ‘Start the scan’ and go, room to room, checking for areas with poor WiFi signal. When you’re done, you’ll see a map of where you went plus options to re-scan and test more places (‘Add a new location’).

See and share your WiFi password

The ‘Share your WiFi password’ section on the Connect app’s home page gives you the option to:

• Show your friend your home WiFi password or let them scan a QR code for instant connection on their mobile or tablet.
  
• Or tap Share to email or send your WiFi details to your friends on your messenger apps (WhatsApp, Facebook, Slack).

Create a guest network

Connect games consoles together, control what the kids can get up to, keep your home network private – guest networks are designed for your entertainment devices. Follow these steps to turn yours on if you’re using a Hub 3 or 4 (or set up a guest network on a different Hub):

Change WiFi settings

It’s easy to change your WiFi settings using the Connect app. Here’s how:

1. Open the Connect app’s Broadband tab > My Devices > Hub 3 or Hub 4
2. Choose to reboot the Hub or dive into its Advanced Settings and from here you can change your WiFi network name, WiFi password, enable/disable WiFi networks and change your Hub’s settings password.
3. Remember to reconnect your devices to the WiFi once you’ve made your changes.
   If you don’t have a Hub 3 or 4, please see our guide to [Changing a different Hub’s WiFi settings](https://www.virginmedia.com/help/virgin-media-configure-advanced-settings-on-your-hub).

Stop devices connecting to your internet at home

Can’t see your devices?

Try refreshing your home network device list by swiping down on the app’s Broadband tab.