Awaiting A Callback Re Hub 4 Settings Issue
Hi, does anyone know a number to call to get an update on my Hub 4 issues, where I cannot access the settings or use the VW Connect app. Was promised a call back on Friday, heard nothing since
Forum Discussion
What "Firmware Issue" is it currently using ? Might be tricky to find out if you cant get in the settings though 😎?
A VM Person will take a look when they get here.
Have you tried a 60 second pinhole reset that should force it on any waiting update?
Hi John,
Thanks for the reply, unfortunately, I cannot check any setting for the hub as I cannot log into the hub. I have tried the pinhole reset, many times.
I have the same issue.
I know the firmware number but can’t check it, should be R3.4BF1
Usually it is just a blank screen, occasionally I get the splash screen to enter hub admin password, but then just a blank screen
Okay, so you see the log in page but after entering the details, it just goes blank with no timeout or error?
Just collecting as much information to raise this further to be investigated at our side.I don't always see the log on page, sometimes it is just blank, more often it just is a complete blank page. Also the VW Connect app cannot see the hub either
VM Customer Support are on 150 or 0345 454 1111 from a non-VM phone.
VM know all about this Hub 4 issue, sadly VM mods continue with denial.Thank you 👍
Thank you BrassNeil to confirm, did you hold the reset button in for 60 seconds as instructed in our last message?
Exactly how did you reboot the Hub 4 ?
60 sec pinhole button reset
Thank you for confirming and I am so sorry this has not worked BrassNeil
I would be more than happy to pop you a private message so we can arrange an engineer to come and take a closer look.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
What a waste of time! All this factory reset stuff, etc. This problem has been reported so many times in the Forum and the Forum Team know that.
So fare nobody has responded to my suggestion for tracking this problem down. I suggested deleting the wretched Connect App from any device that connects to the Hub. Then do a power reset of the Hub to sever any lurking status related to the Connect App. Can you log into the Hub 4 then?
Hello again BrassNeil
Thanks so much for your private message and confirming your address, I have now booked you a visit for the issues with the Hub and settings page – you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.
There will be no charge for this visit unless:
• The engineer diagnoses the faults as not being caused by our network/equipment
• The engineer discovers that the fault or problem relates to your equipment
• The engineer discovers that the fault or problem relates to any system that we are not responsible for
The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment
I’ll start saving my pennies now, in case I need to pay a charge 🥴
