Forum Discussion

Saggity's avatar
Saggity
Just joined
2 months ago

VM connect app keeps asking 'are you at home?' when attempting to use home scan

I recently installed VM broadband and TV, and I can connect to the router (hub 5) with my phone and the VM stream box, but he VM connect app keeps asking 'are you at home?' whenever I attempt to use the home scan function - although I am already connected to the hub. I have tried rebooting the router and reinstalling the app but it makes no difference. I have also used different devices (iphone and ipad) but it is still the same. I'm not running any VPNs. I have already seen that at least one other person on this community is having this same problem.

Can someone from CS please respond?

Broadband
install
installation
new customer

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    Unless you are looking to order Pods, I wouldn't bother with the app.  If everything is working, then that's all that matters really.  There is nothing you can do on the app that your can't do on the Hub's admin console.

  • Saggity's avatar
    Saggity
    Just joined
    2 months ago

    Yes, I need to get WiFi pods as the signal in low/none in some parts of the house.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Apple Relay is a type of VPN. 
    Life is too short to waste on VM Pods.

    For us the home network has to be built out of retail components that we own and can configure and most important are not tied to any one ISP or to a single VM Hub.

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 months ago

    Hello Saggity.

    Thanks for your first post and welcome to our community forum.

    I'm sorry to hear you're unable to access our Virgin Media Connect App.

    From what you have described, you've done everything possible we usually ask on here.

    Would you be able to perform a pinhole reset on your Hub. At the back/base you will see reset button keep that pressed in for at leat 20 seconds, allow the Hub to settle back and try the App again.

    Gareth_L

     


     

    • Saggity's avatar
      Saggity
      Just joined
      2 months ago

      Thanks for the reply - I didn’t have to pinhole reset the Hub. 
      The home scan function just started working, for some unknown reason, maybe it was just a time related fault?
      But at least it is working now! 
      cheers

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 months ago

        Glad to hear this is now working for you again Saggity 

        Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.