Forum Discussion

peteclen's avatar
peteclen
Tuning in
2 years ago

Hub 4 not detected by VM Connect

When I was unable to login to hub 4, I was advised to reset. That worked and I can now login. However, the VM Connect app will not now detect the hub!

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team
        2 years ago

        Hi there peteclen Thanks for reaching out to us on the Virgin Media forums. 👋🏼

        I'm sorry to hear about the issues with the Virgin Media Connect app. 😞
        May I ask what device you are using and what operating software it is on? Have you downloaded the latest version of the app?
        Are you able to download the app on another device and see if it works there? Please also try to clear all app cache data and cookies and see if it works after.

        Let us know how it goes.

        Kind regards,
        Ilyas.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Check that you can still login to the Hub menu at http://192.168.0.1/  i.e. it accepts the password and displays a working menu.

    If the Hub 4 menu has failed again, that also appears to block access for the VM Connect app or to leave the VM Connect app stuck in an Optimize Wi-Fi loop.

    • peteclen's avatar
      peteclen
      Tuning in
      2 years ago

      No longer able to login to hub. Appears to accept password, then... Nothing.

      Also, WiFi signal erratic, even near hub. In other rooms it's poor. Obviously, unable to confirm speed with VM Connect, but Ookla speed test shows 7.60Mb download, 7.53Mb upload in next room. I'm on 1Gb!

  • legacy1's avatar
    legacy1
    Alessandro Volta
    2 years ago

    you need a better wifi router with 1Gb ports then VM can do with hub in modem mode

    • peteclen's avatar
      peteclen
      Tuning in
      2 years ago

      Before moving to hub4, I had a tplink mesh system, with hub in modem mode. VM Connect app wont work in modem mode

      • John_GS's avatar
        John_GS
        Forum Team
        2 years ago

        Hi peteclen 

        Thanks for coming back to the thread.

        Have you got a VPN on your device at all either via an app or in-built security? If so, could you disable it and try connecting to the app again please?

        Best wishes.

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    2 years ago

    Hi peteclen,

    Gareth is currently out of office so I've assigned this to myself to gain a further update.

    I've dropped you a PM so we can discuss further.

    The message will appear within the envelope icon.

    Regards,