Forum Discussion

Fedupofproblem's avatar
Fedupofproblem
Tuning in
7 months ago

Connect app with hub 4

Help, the connect app still wont work and can never find the Hub 4, no matter what I do. Can't access pods either because of this.  The Internet keeps dropping out which is driving me crazy!!

I've tried factory resetting the Hub 4 (multiple times) doing 60sec reset, re-installing the app, clearing the app cache, signing out/in, basic reset. It's very rare I can get into 192.168.0.1 whether via WiFi or direct connection via ethernet.  I've been on phone and told it needed to be passed on to next level but haven't heard anything since ....AGAIN. I'm at my wits end and am raging I pay so much and can't get a working system. PLEASE help me resolve this or release me from my contract to go somewhere I can get a working service. This has been going on for ages and if I call I get told to go through the same procedure of resets etc.

HELP!!!!!!

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago

    Customer Support are on 150 or 0345 454 1111 from a non-VM phone.

    Call again and demand the defective Hub is replaced.

    • Fedupofproblem's avatar
      Fedupofproblem
      Tuning in
      7 months ago

      Not at home to speak to them and won't let my wife deal with it until they speak to me first

      • Fedupofproblem's avatar
        Fedupofproblem
        Tuning in
        7 months ago

        It seems to be a hub 4 issue and the only few resolved cases I've seen is a new hub. Just wish it could be acknowledged and dealt with

  • Megan_L's avatar
    Megan_L
    Forum Team
    7 months ago

    Hi Fedupofproblem, 

    Thanks for posting about this again, sorry it's still an issue for you! 
    Did you see my reply to you on another post? If not, here it is again for you - 

    The first thing to be aware of is you need to be connected to your Home Wi-Fi in order for the app to connect to the Hub. It won't allow the connection if you're on a different Wi-Fi network, Guest network on your own Wi-Fi, VPN, or mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that:

    For your Apple device, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.
    If you're on iOS 16 then just delete the app from your device, restart the handset, and then re-download the Connect App. 

    For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

    Please could you let us know if this works so we can help further if not?

    Thanks,

    Meg

    • Fedupofproblem's avatar
      Fedupofproblem
      Tuning in
      7 months ago

      Thanks but tried all of this as I did a search online first. I'm so frustrated.

  • Client62's avatar
    Client62
    Alessandro Volta
    7 months ago

    Could it be using the VM Connect app is the root cause of current spate of Hub 4 failures ?

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta
      7 months ago

      Of course it’s is!  I’ve been saying that for weeks.

  • Fedupofproblem's avatar
    Fedupofproblem
    Tuning in
    6 months ago

    Quick update. After numerous calls, tests and 2 priority tickets raised for our issue but never sorted or any followup contact. I have finally had an engineer sent out AGAIN and he changed the Hub AGAIN but instead of hub 4 he gave a hub 5 and low and behind, everything is working perfectly (touch wood) HALLELUJAH!!!  For anyone else having issues....good luck, it's a long uphill battle.  The fact we have 4 days left on our contract may have helped.....though 8 months of in and out service is not acceptable.

    • Martin_N's avatar
      Martin_N
      Forum Team
      6 months ago

      Hi there,

      Thank you for keeping us updated with this. We're glad to hear the new hub has resolved the issue. 

      ^Martin