Forum Discussion

Shauns65's avatar
Shauns65
Just joined
18 hours ago

Factory restore, restores problems

Hello, I have a hub 5 with 2 extender pods, the pods are identifying as TV boxes and my dashboard in the connect app is showing 9 TV boxes, as it is allocating IP addresses to devices I don't use any more that I can't delete. Every time I do a reset it just downloads this rubbish configuration from VM's servers and breaks my WiFi again. Had an engineer and mentor out today who replaced my Hub 5 and of course it immediately populated itself with the same screwed up device list. 

I just want to start again and have my router and the extender pods showing, then slowly add devices that I do use.

The engineers said they'd never seen anything like it and just took a pic of my wierd connect app appearance.

I have turned off smart WiFi, removed Connect app, cleared cache, restarted phone and still a factory reset of the router drags a garbled mess in from the cloud and the WiFi test on the router says you have problems.

I've just about had enough. Please help

Broadband
broken
Cloud
Hub 5
Pods
restore
WIFI

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 hours ago

    I note you have had a new Hub installed?  The Pods will need "paired" with this new Hub.  It should be done as a matter of course, but sometimes it's not. 

    Call the equipment activation number they may be able to help.  It's 0800 953 9500 and you will need the Hub and Pods serial number/MAC address from the barcode sticker, and your account number.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    8 hours ago

    Are you sure you have the Connect app uninstalled from all devices in the home?  AFAIK the Hub itself does not download anything except firmware updates.  The topology information is gathered via the app and stored in a VM database, or at least that's my understanding.

    • Shauns65's avatar
      Shauns65
      Just joined
      3 hours ago

      I think I'll try the sign me out of all devices option in the router and do a reset then, it'll be good if that's a solution. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    9 hours ago

    Next time you do a factory reset of the Hub, make sure all your devices are switched off first. 

  • Client62's avatar
    Client62
    Alessandro Volta
    9 hours ago

    Login the the Hub's admin menu, is any of this spurious kit is listed in the Connected devices menu ? 

    If not this is just more confusion caused by the Connect app. 

    • Shauns65's avatar
      Shauns65
      Just joined
      3 hours ago

      No, the spurious stuff isn't there, but something is still interfering with my pods and making it so nothing goes through them, after a reset and reinstalling the connect app the pods have warning check marks on them and connected devices are going through the router only.