Forum Discussion

howardhj100's avatar
howardhj100
Joining in
11 months ago
Solved

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
    11 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.

9 Replies

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

      Hello iurdacosta27.

      Thanks for your post. Sorry to hear you are unable to use our Connect App.

      Can we please ask if you're using any 3rd party routers or a VPN at all?

      Have you tried reinstalling the App?

      Gareth_L

       

  • Client62's avatar
    Client62
    Alessandro Volta
    10 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.

  • howardhj100's avatar
    howardhj100
    Joining in
    10 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 (Retired)
      10 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
        10 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
    11 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.