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.

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

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    3 months ago

    Hi howardhj100, thank you for your response.

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel