Forum Discussion

Camperdown's avatar
Camperdown
Joining in
7 months ago

Connect app can't find Hub 4 and WiFi issues

Hi Martin and apologies for the delay in responding as I did not receive any notification.

The problem is restricted to wi-fi devices. All ethernet devices connect and work properly.

I still need to reboot the Hub every few days to access the settings menu. The problem with devices being connected to the "other" network rather than my SSID seems to only occur if the WI-FI pod is connected. I have removed this as it simply screws up the whole wi-fi signal. 

 

[MOD EDIT: Post split to create own thread]

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    6 months ago

    Hi there Camperdown 

    Thank you so much for your post, just to let you know we have split this post so that we can look into this issue with you specifically just as you have mentioned issues with your connection as well as the App. 

    I have had a look into and I cannot see any issues on our side that would be causing a problem with your connection. Can you post your Hub status and logs? How to do this;
    • Please go to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode),
    • Don't log in, click on 'router status'
    • Copy/paste the data from each of the tabs as text into a 'REPLY' as opposed to 'QUICK REPLY'. Please do not include your MAC address.
    Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc 
    Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum
     

    • Camperdown's avatar
      Camperdown
      Joining in
      6 months ago

      Hi Ashleigh

      An engineer visited my property today and it took him less than 5 minutes to confirm the Super Hub 4 was faulty.

      He changed the hub to a Hub 5 and checked all connections etc. and everything I now working a it should be.

      Had customer services actually arranged the engineer visit for 3rd June as they confirmed via WhatsApp chat then  this could have been resolved ages ago.

      VM connect app found the new hub within seconds.

       

      • David_Bn's avatar
        David_Bn
        Forum Team
        6 months ago

        Thanks for coming back with an update Camperdown, and we're pleased to hear that this issue has now been resolved with the replacement of the Hub 4 for the Hub 5.

        Apologies that this wasn't actioned sooner, but do please report back to us if this error re-emerges for you

        Thanks,

        David_Bn