Forum Discussion

RanaghanJK's avatar
RanaghanJK
Tuning in
12 months ago

Hub 4 not found in connect app

Had an outage in our area which is now fixed, since then I my VM connect app is unable to find the hub4, I have uninstalled and reinstalled the app several times, I have rebooted my hub twice, but still no joy. I also am unable to access http://192.168.0.1 it lets me login but then just goes to a blank page. Nothing seems to work. Can anyone offer a solution? Virgin is great until it goes wrong and then its impossible to contact them for help. As paying customers we should be able to make contact with them easily.

    • Chris5748's avatar
      Chris5748
      Joining in
      11 months ago

      Same problem. Hub not found. Therefore the app is useless. Even though the app says I have a hub… massive IT mess. Sack them.

      • David_Bn's avatar
        David_Bn
        Forum Team
        11 months ago

        Thanks for reaching out to us Chris5748, and a very warm welcome to our Community Forums!

        Sorry to hear that you've been struggling to utilise the Connect App with the hub you're currently using.

        Can you please try logging out of the Connect App and clearing the cache on the application for me?

        Once completed, perform a reset on the hub and once the reboot has completed, log back into the application and try to sync the application to the hub

        Thanks,

        David_Bn

  • swm's avatar
    swm
    On our wavelength
    12 months ago

    I have exactly the same issue. My hub was replaced but the "new" one still displays the same issue, unable to use the connect app or 192.168.0.1

     

    • Akua_A's avatar
      Akua_A
      Forum Team
      11 months ago

      Hi swm 

      Welcome back to our community forums and thank you for your first posts.

      Sorry to hear you are having similar issues with our Connect app. We can understand the frustration caused. I can however see you are on another thread regarding this issue. Please remain in contact with our team there and we will do our best to resolve this issue for you.

      Thanks,

       

  • Grumps70's avatar
    Grumps70
    On our wavelength
    11 months ago

    Hi

    Me to....Seems to be a lot of VM users with this problem but VM unable to offer a solution.

    We pay good money for this product and seem to get cut price service when it comes to faults.

    I have been chasing this problem for over a week and still no luck.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      11 months ago

      Hi there Grumps70 

      Thank you for posting, we can see that you are in a PM with one of our agents now, please do pop back to them and they will do all they can to help. 

  • dhairbus's avatar
    dhairbus
    Dialled in
    11 months ago

    After 3 days of do a 60second reset and delete cache etc. etc. "have taken a further look into this and I can see there is a known issue with the connect app and Hub 4's that we are aware of and currently working to resolve. We will update as soon as we have a fix for this." This was in a "private message" from VM.

    Surely a public message on the forums would be a customer service expectation but that would not be the way VM work, it's a case of don't let customers know and we can maintain our "satisfaction index".. There's nothing wrong with "Horizon" 🤐