Forum Discussion

wevans13's avatar
wevans13
Settling in
7 days ago

Connect App Can’t Find Hub 5

I recently switched over from Sky; I self-installed my Hub 5 about three weeks ago. The broadband works fine. However, whenever Iog onto the VM Connect App, it is unable to find my hub. 

I have been through the loop of installing the Hub over and over again. I’ve deleted the app and re-installed it, turned the Hub off and on again, checked that no VPN is running, turned off the Private Relay on my iPhone, turned off WiFi assist, updated my phone’s software, but still get the same results.

I wanted to run the Home Scan function, as my signal is weak in parts of the house.

Also wanted to see what the app actually does, as it’s currently just using up storage space for no reason.

Any help would be greatly appreciated!

Broadband
connect
Hub 5

5 Replies

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 hours ago

    You don' need the useless app VM did to know wifi is a problem all hubs have bad wifi and just want you to get pods that cause problems.

    Put hub in modem mode and get a better wifi router

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    5 days ago

    Hey wevans13, thank you for reaching out and a warm welcome to the community we are so sorry to hear about your Connect app issue.

    Is your phone and app fully updated?

    Which phone are you using?

    Have you tried being in the same room as the hub when you try this?

    • wevans13's avatar
      wevans13
      Settling in
      3 days ago

      Yes, my phone and the app are both updated.

      I'm using an iPhone 15.

      And yes. I’ve tried multiple times being in the same room as the hub

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        3 hours ago

        Hi wevans13 

        Thanks for coming back to the thread. 

        Can you check the Connect app has Location permissions enabled. You can do this by going to Settings > Privacy > Location Services > Virgin Media Connect > Change to ‘While Using the App'
        If this doesn't fix it, try this; Reboot the Hub & close down the Connect App and re-open then try again.

        Let us know :)