Can’t access hub 4 settings or vm connect app
anyone else having this problem tried factory reset holding button for 60 seconds tried unplugging it all still no joy and WiFi pods keep going off but can’t set them back up cause the app doesn’t work
Forum Discussion
82 Replies
Hi, yes I am having the same issues after upgrading yesterday from Hub3 to Hub4. Was told by them that there is an issue at their end and it would be fixed in 24 hours so will keep you posted. Everything else works fine so clearly the Hub is working ok but I can't get to it to change any settings - like dimming the white halo light.
Iv gone from the brilliant Hub 3 to a disaster Hub 4, now hub 5 & it wont activate at their end & oh and getting anything done to help, forget it🙈
- Martin_N
Forum Team
Hi Steve8858,
Thank you for your post. We're very sorry to hear about this.
What was the last update you had regarding the activation of the hub?
^Martin
Perform a 60 second press of the Hub 4 reset button and leave it powered up to complete the factory reset.
Once the factory reset complete see if the Hub 4 admin menu at http://192.168.0.1/
accepts the password and produces a menu.
If not the Hub 4 has failed & needs to be replaced.
VM appear to be underwater with this issue at the moment and Telephone Support are still in denial that there is a Hub 4 failure rate problem. We can play along, turn the Hub 4 off call support and maintain the line that it has totally failed.Yeah iv already tried the reset and still the same it’s been like this for along time now, nothing but problems with them and trying to get hold of someone is near impossible, time to leave when contract is up
I’ve been having the same issue. My new hub 4 is a vast improvement speed wise when it connects to the hub but the WiFi pods keep dropping out so the rooms further away no longer get signal. It says it can’t find my router in the VM connect app and it won’t let me login to the router page (192.168.0.1). I put the settings password in then I get a blank page. I’ve also tried plugging my laptop in via Ethernet cable to get to the settings and this didn’t work. I’m hoping it will settle down and fix itself. I’ll leave it for a few more days and see.
Another Hub 4 bites the dust !
Apparently there is nothing wrong with the hub as it still works, why are virgin so hard to deal with
Once again I am writing ...
Turn the Hub off, then report it as totally failed.
Maintain the line that the Hub 4 is dead during the call to support.
If honesty gets the better of you fit the mains plug with a blown fuse ... be imaginative !Hi All.
I'm having the same issue with my hub 4. It's been like it throughout this week. When I try and sign into the hub I just get a white screen and after a bit of time it returns to the log in screen. The VM connect app isn't working for me either it says i't can't find the hub.
It's becoming quite frustrating.
- Kath_P
Hi all,
Thanks for taking the time to contact us via the Community. It's lovely having you all on board with us in the Forums. ⭐
We're sorry to hear you're having an issue with this. It is something we're aware of and this has been raised to the relevant teams who are working on this. We've forwarded them an update to add you 4 to the ticket that's been raised too.
Once we have more information, we'll be able to update you.
Apologies for any inconvenience caused.
Thanks,
Please help me - I'm having the same issue i.e. wifi was playing up and i cannot login to my settings page on hub 4 - after signing in it just goes to a white blank page (forever loading). I've done 2 factory resets, making sure that everything on my tp-link mesh router is all unplugged (cables and power) I cannot connect on my phone via the Virgin Connect app. I really need to set my wifi up correctly so all devices in house can continue working. Please help - thank you.
Just thought I'd add my name to the list.
Had my Hub3 replaced yesterday due to WIFI dropping out. Now I've got a Hub4 and the WIFI is great BUT VM Connect cannot find the hub and I can't access settings, just getting a blank page.
- John_GS
Hi Tarquinj79 and pineman
Thanks both for posting and welcome back to the community.
There's a known issue with the app and the Hub 4, apologies. This hopefully will be resolved asap.
Best wishes.
I have experienced the same issue. I spent an hour on the phone yesterday. Despite several hard resets of the Hub 4 settings were still unavailable, I can get to the password screen but then it is just a blank screen which either displays an unresponsive page error or returns to the login screen. I was told it was likely a local fault and that service would be resumed in 24 hours. No difference today. I have used web-chat to request a new router. Hopefully, this will work.
'I was told it was likely a local fault and that service would be resumed in 24 hours'
I have seen reports of this problem going back to the end of last year and suggestions that it may be due to reconditioned hubs being used.
I had my 'new' Hub4 fitted about a week or so ago. When I interrogated the networklog, which you can access without logging in to settings, I found entries for last January, 4 months before it was fitted!
Having the same problem with my hub 4 and had the run a round with tech support last night, I was downgraded from a 5 to a 4 for stability and now I need a mesh pod for lose of signal and I can’t run test due to not able to log on 🤷♂️
