Getting the message “Virgin Media someone else is logged in” prompt can be annoying, and it’s something that a lot of customers encounter.
But how is this possible in the first place? Is this something done by hackers and con artists of some sort?
In this tutorial, we’ll give you some pointers on why this occurs. Not only that, but we will also relay a thorough and in-depth tutorial to fix it.
This problem is often seen in the Connect App, so, the first step is to uninstall the app on all devices. If you’re getting it even on the web browser GUI, reboot the hub. Then, disconnect all devices connected to the hub and perform a factory reset. Reconfigure the hub via the web browser and perform a software or firmware update.
Users found many problems logging into the Virgin router, and this issue is just one of them.
Before we get to the fixing process, though, let us first discuss what’s causing this to happen in the first place.
When you see this error, it’s not like someone else has hacked into your account and has taken control of your hub’s settings.
This is usually caused by a bug or an error in the system.
So, what’s the reason why this prompt appears when you try accessing the settings?
- Virgin Media Connect App problem
- Outdated firmware version
- System issues/bugs
NOTE: This problem has been reported to be present when the Virgin Media Connect App is used and installed in devices within a given network.
This error basically means that there is “another device” trying to open the settings of the hub.
When you look at it, it’s not really a problem. This functionality just controls and limits the access for uniformity.
It only becomes a problem if you receive this prompt even though no other attempts to control or have access to the router is made.
So, if this is what your situation is, follow the troubleshooting method below to ease and fix the situation.
The Virgin Media Connect App is the app version of the hub’s configuration settings. It’s meant to ease the experience of hub owners when managing the hub.
However, the Virgin Media Connect app has been reported to retain sessions even after being closed.
This makes it more inconvenient and troublesome for users. So, erase and uninstall the Connect App installed on all devices that are connected to the network.
On smartphones and tablets, go to All Apps and then navigate to the Connect App.
Press and hold it until you see the More option, select Uninstall or Remove From This Device.
NOTE: The app is only available on iOS and Android devices. For PCs and laptops, the web version is used.
When you’re done removing the VM Connect App on the devices, the next thing you want to do is to try logging or signing into the config on a web browser.
Here’s how you can do so:
- Open a browser and type in 192.168.0.1.
- This is the default address of the hub/router.
- You should see a login page asking for your credentials.
If you have changed the value or the IP address of the hub, you can find it by going into Control Panel/System Preferences > Network/Network and Connections.
Then, navigate to network adapter settings and locate the IPv4 address. Type it in the browser’s address bar and enter your credentials to enter or access the admin configuration or settings of the hub.
The next step is to reboot or power cycle the VM hub or router. Here’s the recommended way to power cycle it if you’re in this situation:
- Go close to the hub and flick the [POWER] switch.
- Once turned off, unplug the power cord from the back of the hub or from the main socket.
- Keep it unplugged for about 20 to 30 minutes.
- Plug and connect the hub back in again.
- Turn your hub or router back on.
NOTE: The reinitialization of the hub may take anywhere between three (3) to five (5) minutes.
After that, what you want to do next is to refresh the hub in accordance with all its connections.
What this means is to disconnect and remove all connections to it, both wired and wireless.
Here’s a more concrete way of how you can do this:
- Disconnect all devices currently connected to the hub.
- Then, unplug all Ethernet cables plugged in on the hub/router.
When you’ve done this, you can now perform the next step, which is to…
The next thing you want to do is perform a complete factory reset of the hub.
NOTE: Refrain from doing this if the Hub’s base password is missing or if you don’t know what it is. If you haven’t changed it, you’ll find it on the sticker on the hub or the box that it came with.
- Go near the hub or the router and locate the Reset pinhole.
- Using a paperclip or a SIM card pin, press and hold the switch.
- Keep it held until the lights on the hub go off.
Your hub will be set back to its original factory settings. Meaning, all data, including the name, the configuration logins, and even some saved data will be reset.
After you reset, be sure to reconfigure the hub back to the settings you’ve set. To do this, access 192.168.0.1 on your browser, and then enter the default username and password.
NOTE: The defaults can be seen at the bottom of the unit or at the package/box.
Set all the settings and configurations back to how you set them before.
Last, but most definitely not least is to update your router or the hub. Sometimes, outdated firmware/software could be the source of multiple problems.
So, be sure to update it when possible.
Here’s how you can do that:
- Open a browser and access the IP address of the router/hub.
- Enter your credentials to be able to log in.
- Once in, open Advanced Settings > Firmware Update.
- If an update is available, the Update button will be clickable.
- Wait for the update to commence, and then power cycle the hub when finished.
When you’re done with this process, the prompt saying that there’s another device logged into the settings of the hub will be gone.
You should now be able to seamlessly access the configuration settings of your Virgin Media hub!
If your VM hub is giving you the same problem or error even after you’ve finished the process, the next best thing you can do is contact their technical support.
It could already be an issue with the connection from outside your home or the hub.
When you ask for their help and assistance, it’s important to inform them of the problem first-hand. In addition to that, let them know of the fix methods and steps you’ve already done.
This is for them to know what other troubleshooting procedures they can try to solve the problem.
Read Next: How to Get BBC iPlayer on Virgin Media?
Thus, to fix the prompt saying there’s someone else logged into your account, remove and uninstall the Connect app on all devices that have it. Then, reboot or power cycle the hub, disconnect all connections, and then factory reset it.
If you’re constantly welcomed by the prompt, “Virgin Media someone else is logged in” even though no one’s trying to access it, this guide will be all you need.
Learning the fix for this problem is good because the steps aren’t specific for Virgin Media hubs, you can use it if you use other brands and are with other ISPs, too.
Finn Wheatley holds a Master’s Degree in Computer Science from UCL, London. He helped small data science consultancy firms, helping large corporations to grow their data capabilities, deploy advanced machine learning-based analytics and troubleshoot tech-related issues.