Forum Discussion

MacauleyBrown22's avatar
MacauleyBrown22
Tuning in
2 years ago
Solved

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
    2 years 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

  • Dodger77's avatar
    Dodger77
    Tuning in
    9 months ago

    Oooo just found that the app has been updated with new features.. none of which allow me to connect to my hub. 🤦‍♂️ ♂️

  • 1701-e's avatar
    1701-e
    Fibre optic
    8 months ago

    Same issue for me.  Uninstall reinstall clear cache.  Reboot hub.  Done all that numerous times. Connect app hasn't worked in months.   Ridiculous 

    • David_Bn's avatar
      David_Bn
      Forum Team
      8 months ago

      Sorry to hear of the issues experienced on the Connect App 1701-e.

      Can you please confirm if you've been able to attempt an alternative device when using the Connect App?

      Thanks,

      David_Bn

      • 1701-e's avatar
        1701-e
        Fibre optic
        8 months ago

        The app always states that it can't find the network.

  • GavinB16's avatar
    GavinB16
    Joining in
    6 months ago

    I am having the same problem as everyone else. Completed all of the ‘tips’, soft resets, hard resets, uninstalled and reinstalled the app but my hub is still not being picked up in the app!

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      6 months ago

      Hey GavinB16, thank you for reaching out and I am sorry to hear this.

      Have you had a new hub in the last few days, if so it does take around 72 hours for the new to show?

      Have you also downloaded IOS 18 if you are a Apple user? 

      • peteclen's avatar
        peteclen
        Tuning in
        6 months ago

        I reported exactly the same problem many months ago. Still no joy! I'm not surprised Which? made Virgin the worst for customer care. They are impossible to deal with directly. Really shouldn't need to go through a forum!

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    VM staff should not be advising customers to keep using the Connect app, when it has been been known for months that the app is broken and causes particular problems with the Hub 4.