Forum Discussion

Ryanevans's avatar
Ryanevans
Tuning in
9 months ago

Can’t access hub 4 settings or vm connect app

Well looks like I'm in the same boat, contacted support yesterday to get some Wifi Pods, was asked to download the connect app to test speed and screenshot, after a while of failing I was then told due to me having a Hub 4 this wouldn't work and to use speedtest.net by that point I have already bricked my router and now can no longer access the Web UI, How am I suppose to setup the Wifi Pods when they arrive if the Hub 4 doesn't work with the app?

  • Client62's avatar
    Client62
    Alessandro Volta

    Customers with a Router mode Hub 4 report when the http://192.168.0.1/ admin menu fails  (enter Hub password see a blank screen), the VM Connect app stops connecting and all VM Pods go offline.

    With the current software version Hub 4 only appear stable in Modem mode.

    • scottApoint's avatar
      scottApoint
      Tuning in

      Well i cant even get into the 196,8.01 thing anymore and ive been unable to find my hub4 for months now. It used to work perfectly and i just renewed my 18 month package deal for the gig1 deal and as per the ads you are entitled to virgins new hub 5x but i was ignored after i requested one as ive had the hub 4 for years. My issues with virgin have been msnh snd ongoing for many months. I cant get to speak to an adviser on the phone and just keep getting put onto whatsapp. The advisors on there pass me from department to department then back to the bot. If your nit a sale fir them they are nit willing to help. All i want is my access to the connect app working again and for virgin to stop overcharging me for my package every month which keeps rolling into my next months bill and my services get cut off after i pass my credit limit wrongfully. This then means i meed to go onto the chat for hours to have my services reinstated with a promise that my bill will be rectified but nevee gets done and ivd had emails from the complaints department dtating that it will be sorted but it still hasnt been fixed

  • Hi Ryanevans, thank you for your post.

    The Virgin Media Connect app is available to anyone with a Hub 3, 4, or 5. 

    What's happening exactly when you try to access it? Are you getting any error codes or messages?

    Please pop back to us at your earliest convenience.

    Thank you for your support Client62 👍

    Regards,
    Daniel

    • Ryanevans's avatar
      Ryanevans
      Tuning in

      Hi Daniel,

      When trying to connect to the Hub 4 through the Connect App, it says We can't find your Hub, I see a lot of other people on this forum have this issue with the Hub 4 so it doesn't seem it is compatible with it, also since trying the Connect App I get the blank white screen when going to 192.168.0.1 after entering the password as Client62 has said.

      • Alex_RM's avatar
        Alex_RM
        Forum Team

        Hi Ryanevans,

        So I can get a few more details from you I've popped you over a private message.

        Alex_Rm

  • Client62's avatar
    Client62
    Alessandro Volta

    Contact VM and ask for the defective Hub 4 to be replaced.