Forum Discussion

howardhj100's avatar
howardhj100
Joining in
3 months ago

Connect app not finding my hub5

Hi

The connect app is not finding my hub 5 even though the iPad I am using to connect to it and do a hotspot check is right next to it. Please can someone advice.

regards Helen

  • Client62's avatar
    Client62
    3 months ago

    The Connect app does not connect directly to the VM Hubs.  

    It works via VM back office platform and there are a few things that can disrupt its operation :-

    1) VPNs especially Apple Relay.
    2) New installs / Recent Hub changes, it can take several days to a week to resume working.

    For now manage the Hub 5 at : http://192.168.0.1/  use the Hub Password (i.e. not the Wi-Fi Password).

    If you are unable to reach http://192.168.0.1/  disable VPNs / Apple Relay.

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    The Connect app does not connect directly to the VM Hubs.  

    It works via VM back office platform and there are a few things that can disrupt its operation :-

    1) VPNs especially Apple Relay.
    2) New installs / Recent Hub changes, it can take several days to a week to resume working.

    For now manage the Hub 5 at : http://192.168.0.1/  use the Hub Password (i.e. not the Wi-Fi Password).

    If you are unable to reach http://192.168.0.1/  disable VPNs / Apple Relay.

  • howardhj100's avatar
    howardhj100
    Joining in
    3 months ago

    Thank you and I did manage to do that but every device came up as move closer to the hub so I am non the wiser about my signals in different rooms. I wanted to check the signal in my upstairs office as I will shortly be working from home. Please advice how I can do this and do I need Wi-Fi max ?

    regards

    Helen

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      3 months ago

      Hi howardhj100, thank you for your posts.

      We're sorry to hear about the problem you're having 😔

      Can you please check the Connect app has location permissions enabled?

      You can do this by going through the following steps: Settings > Privacy > Location Services > Virgin Media Connect > Change to "While Using the App"

      If they're enabled, please reboot the Hub, close down and re-open the Connect app and try again.

      Regards,
      Daniel

      • howardhj100's avatar
        howardhj100
        Joining in
        3 months ago

        Thank you for your reply, I have done that and the app is still not finding my app, any further suggestions ?

        regards Helen

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    I'd avoid the Wi-Fi Max / VM Pods.
    Invest in a Wi-Fi / home network / Mesh that you can own and more important can configure and manage.
    Consider where you need to have Wi-Fi coverage and how may network sockets are needed.

    We have two levels and a dozen rooms, to cover this we have a VM Hub in Router mode + a pair of Wireless Access points.   We also have network sockets in 4 rooms for VOIP, computers, printers, Sky Q etc.

    If there is a change of Hub it take me minutes to set the Hub to the desired SSID / Password and the Wireless Access points don't need to be touched.

    With VM Pods a change of Hub will result in days to weeks on the phone trying to get VM to accept the pods are not working and to find a person that will raise a finger to solve the problem.