Wi-Fi Troubleshooting

Virgin Superhub 2 or 2AC

Follow these steps to resolve connection problems.

Step 1

Start by pressing and holding the Wi-Fi button on your Appkettle for a few seconds so it starts to flash more quickly. If this doesn’t happen, please contact us.

Step 2: Update the kettle using the Hotspot Method – 3G/4G. 

  • Turn on two smart devices with 3G/4G (iPhones, Android Phones, iPad). 

  • On one device turn on the Wi-Fi hotspot then connect the other Wi-Fi device to this hotspot. Please Note: The Appkettle App to use on your iPad is in the supported ‘iPhone Only’ filter selection in the App Store.

  • Once you are connected to the mobile hotspot, log in to the updated Appkettle App and pair the Appkettle with the hotspot’s Wi-Fi. 

  • Select your Appkettle from the ‘devices’ screen. This takes you to the Appkettle home screen and you should see a new Wi-Fi update message. If you don’t see this message, log out, log back in again and go to the Appkettle home screen. 

  • Select ‘Upgrade’. Once you see the ‘success’ message log out of the app then immediately log back in and go to the settings section. Click into the ‘About’ section and make sure the ‘Kettle Version’ shows as 0.4.9. 

  • Disconnect from your temporary hotspot and repair your Appkettle using the App and your home router.

  • If this isn’t successful, try Step 3. 

Step 3: Try Another Smart Device 

In rare cases, third party pre-installed app scanning software can affect the first time pairing of the kettle. Try connecting using another smart device (iOS/Android) before moving on to Step 4. 

Step 4: Change Router Settings 

  • Log in to your router at Your login and password details are on the label of your router. 

  • Go to ‘Advanced Settings’ then ‘Wireless – Wireless Radio’. Ensure the ‘Wireless Mode’ is set to 144Mbps. 

  • Go back to the login homepage and select ‘Wireless Network Settings’. Select a channel for the 2.4GHz Wi-Fi, leave the 5GHz on auto. It is recommended to use channels 1, 6 or 11 as these are the only discrete channels not prone to signal overlap. 

  • Under ‘Security Settings’ select the ‘Security Mode’ for both the 2.4 and 5GHz wireless. Select WPA2 then select ‘Apply’ to save the changes. 


Repair the Appkettle on both the 2.4G and 5G network. 

If this is unsuccessful, go to Step 5. 

Step 5: Change your Wi-Fi password.

    • Follow the steps at https://goo.gl/4q4LRJ 

    • Once the password has been changed, repair your Appkettle on both the 5GHz and 2.4GHz networks. 

Step 6: Contact Virgin Media

    • Call Virgin Media on 0345 4541111. Your router could have bandwidth upstream/downstream power related issues which can affect device connectivity and reliability. If your Appkettle connects to the Wi-Fi hotspot in section 2 but the other steps don’t resolve the connectivity issues, your router is exhibiting this fault. Please call Virgin to request a fix or upgrade in order to connect your kettle. 

    • If you still cannot get your Appkettle connected please contact us for further assistance.

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© 2019 BY AppKettle

Appkettle’s journey began 5 years ago, amongst family and friends. While enjoying a good cup of tea together, the idea of putting the kettle on via a mobile phone sparked something... Read More...