Forum Discussion

MacauleyBrown22's avatar
MacauleyBrown22
Tuning in
12 months ago

VM connect not connecting hub 4

I am a Volt customer and saw I can get some free Wifi pods as a benefit but am required to run a test on my hub 4 via the VM Connect app. Unfortunately despite being connected to my wifi and it working on my device the app wont find the Hub, I've tried the typical troubleshooting 'fixes' i've seen in other threads so I assume my Hub is one of the ones with data problems that make it unable to be picked up by the app that I read about in other threads, what am I meant to do if the way to claim my volt benefit doesnt work

  • Lee_R's avatar
    Lee_R
    12 months ago

    Hi MacauleyBrown22 thanks for getting back to me privately.  
    This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
    Regards
    Lee_R

  • Grumps70's avatar
    Grumps70
    On our wavelength
    12 months ago

    Hi

    Same problem this end with connect app. I have done at least 2 hard resets but did not cure it. Also cannot connect to hub4 direct using 192.168.0.1.  Someone has suggested that the hub has a fault but I can connect to Internet using WiFi or ethernet. I have one of the black pods and it has improved WiFi at this end.

    Hope you get it sorted.

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    12 months ago

    Hi MacauleyBrown22,

    Thanks for posting and welcome to our community 🙂

    Sorry to hear you're having some issues with the connect app, can you confirm if you've tried uninstalling/ re-installing this?

    Alex_Rm

      • Lee_R's avatar
        Lee_R
        Forum Team
        12 months ago

        Hi MacauleyBrown22 thanks for getting back to us.

        Sorry to hear the connect app is still not connecting to the hub 4. I would like to take a closer look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R

  • Whitehc1's avatar
    Whitehc1
    Tuning in
    12 months ago

    I have exactly the same issue - VM Connect suddenly stopped working and now I can’t get it see the hub. Tried resets, removing and restoring the app etc.  I have some devices paused currently and can’t unpause them until I can get back into VM Connect!

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

      You can login to the admin console on the Hub at 192.168.0.1 and remove the devices from the MAC filtering, a.k.a. "paused devices"  You don't need the App to do this sort of work.

    • Lee_R's avatar
      Lee_R
      Forum Team
      12 months ago

      Hi Whitehc1 thanks for posting.

      Sorry to hear you're also having issues with the connect app not connecting to the hub 4.  The fantastic Adduxi has advised you correctly regarding accessing your hub settings.  However, I would like to take a closer look at other things regarding your hub. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R

    • a_m71's avatar
      a_m71
      Joining in
      10 months ago

      The same here!

      and I can’t speak to anyone to order a new hub!

      can someone help please?

      thanks

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        10 months ago

        Hi there a_m71 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry that you have been also been facing this issue with the connect app, can I ask if you have tried uninstalling and reinstalling the app at all?

  • RL2's avatar
    RL2
    Joining in
    10 months ago

    Isn't it sad that we have to revert to a Forum in order to get the attention of Virgin Media (hopefully) regarding things that don't work. I joined Virgin Media in December last and from the start I was unable to connect to my Hub4, receiving the same response as others in associated Forums. As a result, I am unable to use the apparent facility within it that enables me to walk around the house to prove that I need a booster. I know I need one because I am compelled to continue using my Sky equipment for that very reason. Apparently there is no other way of obtaining one, you cannot order them otherwise. Meanwhile I am bombarded, like today, with emails from Virgin Media saying that I am missing out without their Volt package. I have the current VM Connect app download (I am sick of dowloading the latest in the hope that something will work), I am sufficiently tecky to know that the cables are connected properly, not least I have a perfectly working connection to the Internet. I clearly need a new Hub, installed by a technician who will not leave my house until he/she is satisfied that my VM Connect app works and provide me with a booster station that does the job that their emails keep telling me will make life better for me.

     

  • EH1983's avatar
    EH1983
    Joining in
    9 months ago

    I too am having this problem. Cannot get my VM Connect app to recognise my router or pods. It's infuriating as without being able to pause devices, my kids won't sleep and the entire house has to have no WiFi, a nightmare considering I need it for home security

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      9 months ago

      Thank you to both Barbara23  and EH1983 and I am so sorry to hear you are both also facing this issue. 

      I will pop you both a private message now so we can take a look into this. Please keep an eye out for the envelope at the top of your screen alerting you to a new message.
       

      • Banksy1971's avatar
        Banksy1971
        Joining in
        2 months ago

        Hi, 

        I too am having trouble connecting my Hub 4 to the app.

        i have only just installed the application this evening, as I want to start using one of the Intelligent Pods that Virgin supplied with the Volt package a couple of years ago.

  • Dodger77's avatar
    Dodger77
    Tuning in
    9 months ago

    Hi, I have the same problem. The VM connect app was working but hasn't for the last few months. I've tried uninstalling/reinstalling and using other devices but it still doesn't work. 

    The browser log in wasn't working but is now.

    Is there any way that this can be looked into please? (I've tried live chat but this was useless) 

    Roger.

  • K12ross's avatar
    K12ross
    Joining in
    9 months ago

    I’m having the same issue as everyone else. The signal is really weak in most rooms but to investigate getting booster devices you need to use the VM connect app which can’t find the Hub4

  • Neoscylax's avatar
    Neoscylax
    Joining in
    9 months ago

    I am also experiencing this problem. I have rebooted my hub several times and also uninstalled/ reinstalled the VM Connect app on my phone. I have also tried installing the app on my wife’s phone but no luck. I need this app to be able to control my kids screen time remotely (for example TV and laptop, that doesn’t have OEM apps or controls), I also have VOLT and cannot take advantage of the benefits that the connect app offers for VOLT customers. I’m super frustrated as this comes off the back of a full 3 day Virgon internet outage in my local area.  Any support the community might be able to offer me would be greatly appreciated!!

    • Jonbroughton1's avatar
      Jonbroughton1
      Settling in
      9 months ago

      Same issue here- we’ve had so many issues with poor wifi around the house - & internet connection issues. I’ve tried vm connect app but it won’t link to my Hub 4- I go through the setup & nothing - just won’t connect. 

      Im so frustrated and I can’t actually talk to a human to sort it out. When does my contract end?… 

    • Megan_L's avatar
      Megan_L
      Forum Team
      9 months ago

      Hi Neoscylax, 

      Thanks for posting this on our Community Forums, we're sorry to hear you're having an issue with the Connect App recognising your Hub.

      The first thing to be aware of is you need to be connected to your Home Wi-Fi in order for the app to connect to the Hub. It won't allow the connection if you're on a different Wi-Fi network, Guest network on your own Wi-Fi, VPN, or mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that:

      • For your Apple device, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.
      • If you're on iOS 16 then just delete the app from your device, restart the handset, and then re-download the Connect App. 
      • For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

      Please let us know if this helps to fix your problem.

       Thanks,

      Megan

      • Dodger77's avatar
        Dodger77
        Tuning in
        9 months ago

        Hi, can you or one of the team message me please? I've been waiting for a message about the same problem since last Monday.. before you ask I am connected to my home network and have re-installed the app several times. Would just like the connect app to work as it did a few months ago .

  • K12ross's avatar
    K12ross
    Joining in
    9 months ago

    Hi, I would appreciate a response from someone at virgin media to my post earlier in the thread. In addition it would be great to see a live chat function rather than resorting to forums to solve issues.

    Thanks

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      9 months ago

      Hey K12ross, thank you for reaching out and a warm welcome to the community I am sorry to hear you are having some connect issues.

      We do also have a live chat function.

      Have you tried to unplug the hub and then re plug it from the mains?

      Are you getting an error its linked to an old hub?

  • IanD100's avatar
    IanD100
    Tuning in
    9 months ago

    Hi, I have the self same problem with the VM Connect app at my large detached house. The app can’t find the Hub4 to allow me to test the signal and order boosters. Please can you help. My account number is [MOD EDIT: Personal details]