Forum Discussion

SteveTu's avatar
SteveTu
On our wavelength
2 years ago
Solved

Connect App and Wifi Pods not connecting

Recently received a Hub 5. I can’t get the connect app to find the router, and also wifi pods won’t connect. The hub works and I have internet and wifi.

Performed all usual troubleshooting:

Hub: rebooted and also performed full reset.

Connect App: tried uninstalling/reinstalling app. Fresh sign in. No VPNs connected etc. even tried a different phone altogether.

Wifi Pods: tried nearer and further away from hub. Powered off and on. Left on for days. Made sure of no interference (never used the pods before, so do I need to register it somewhere? Instructions say just plug in and turn on, how does it know which router to connect to)?

I called VM support and they have just said they will log a ticket to the technical team… very helpful…

Anyone experienced the same? Any advice would be much appreciated.

  • When new VM Hub is delivered and activated it takes time (days to weeks) for the VM back office systems to update and to work again with the VM connect app.  For now manage the Hub 5 at http://192.168.0.1/

    Existing VM Pods for the previous Hub may need to be replaced or re-configured to work with a replacement Hub.

  • Client62's avatar
    Client62
    Alessandro Volta

    When new VM Hub is delivered and activated it takes time (days to weeks) for the VM back office systems to update and to work again with the VM connect app.  For now manage the Hub 5 at http://192.168.0.1/

    Existing VM Pods for the previous Hub may need to be replaced or re-configured to work with a replacement Hub.

  • Hi SteveTu 

    Welcome to the community forums. 

    Sorry to hear of your concerns with the pods and connect app. As advised by our helpful community member, it can take some time for the connect app and pods to recognise the new equipment on the account. 

    I can see on the systems at our side that the team are supporting with the WiFi pods further. Please do let us know if you're having any further issues with the WiFi pods as these should be re-provisioned at our side by now after receiving and activating your new router. 

    • SteveTu's avatar
      SteveTu
      On our wavelength

      Hi. Thanks all.

      A new wifi extender Pod has arrived today as virgin advised my last was faulty, but even this one won’t connect and just flashes white led.

      Also I still can’t use the connect app yet.

      Any help would be much appreciated. I’ve been on the phone to virgin about 5 times this week (Not just about this but mobile issues too)! 

      • SteveTu's avatar
        SteveTu
        On our wavelength

        Apologies, correction, the new wifi pod works if it’s plugged in three yards away from the router in the same room...

        If I move it into the kitchen, just 12 steps away from the router and through an internal wall, it doesn’t connect at all! Yet, where I am trying to connect it I get good wifi signal to the base router from my phone (700mbps download and 60mbps upload)! 
        What next?

  • SteveTu's avatar
    SteveTu
    On our wavelength

    Thanks. No the app has never worked. The WiFi pods work now but the app has never. Attached a screenshot. I have tried all sorts, removing app and all data. Tried other phones. Router has been fully reset. 

    • Tom_W1's avatar
      Tom_W1
      Forum Team

      Hi SteveTu thanks for your reply and screenshot.

      As my colleague Rob has previously mentioned, there is an update to the Connect App scheduled in the next few weeks so once this is put through, the App should pull everything through for you - please keep us updated.

      Many thanks

    • DaveThorn's avatar
      DaveThorn
      Joining in

      This is exactly the same problem as me... Have you had any success? I gave up contacting VM. Everything is working for me EXCEPT the connect app so the problem must be the app

      • SteveTu's avatar
        SteveTu
        On our wavelength

        No still doesn’t work for me. VM have been useless. I can’t lock down my hub with parental controls or manage my wifi how I need to!

  • Hi SteveTu,

    You can manually control which devices are able to connect to your Hub via MAC filtering. However, you'd need to know the MAC address of all the devices you wish to manage and you'd have to manually either grant or deny access to them at your desired times, so it can be a little more tedious than doing this via the Connect App.

    We'll look into the issue you're experiencing with the Connect App further and we'll let you know once we have any news. We're sorry for any inconvenience caused in the meantime

    • SteveTu's avatar
      SteveTu
      On our wavelength

      Thank you. Yes MAC filtering is not really a viable option for me. Thanks.

      • Lee_R's avatar
        Lee_R
        Forum Team

        Thanks for getting back to us SteveTu . And thanks for the update. 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