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 worki...
  • Lee_R's avatar
    Lee_R
    11 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

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 .

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        9 months ago

        Hey Dodger77,

        Welcome to the Community Forums and thanks for the post.

        Sorry to hear you have been having this issue, with regards to the message you are waiting for, can you confirm where you were meant to receive this as well as the timeframe provided?

        Joe