Forum Discussion

Unionman_007's avatar
Unionman_007
Joining in
10 months ago
Solved

Hub 4

Cannot get my VM Connect App to find my Hub 4.

  • Hey Unionman_007,

    Welcome to the Community Forums and thanks for the post.

    Sorry to hear you have been having this issue with your Hub and the Connect app, can you confirm with this, have you fully rebooted the Hub and also deleted and reinstalled the app? Can you also confirm when you had your Hub installed?

    Joe

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)

    Hey Unionman_007,

    Welcome to the Community Forums and thanks for the post.

    Sorry to hear you have been having this issue with your Hub and the Connect app, can you confirm with this, have you fully rebooted the Hub and also deleted and reinstalled the app? Can you also confirm when you had your Hub installed?

    Joe

  • High Joseph, we had the Hub 4 installed on 14 August 2021, and I have deleted the app and reinstalled and have rebooted the Hub to no avail. Thanks Malcolm 

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)

      Hey Unionman_007,

      Thanks for confirming this, can you also confirm if you have tried this on other another device to see if the app there can find this through, can you also confirm the device your using what device this is?

      Joe

  • Joe, thank you for getting in touch, I can confirm that I have the app on an iPhone 12 mini and iPad Pro 11”and have tried removing the app and reinstalling on both. It used to work on both so assume an upgrade on the app or Hub 4 could be responsible. Kind Regards Malcolm 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi Unionman_007, thank you for your response.

      Can you please check the Connect app has Location permissions enabled. 

      You can do this by going to Settings > Privacy > Location Services > Virgin Media Connect > Change to "While Using the App".

      Regards,
      Daniel

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team

      Thank you for the reply. Unionman_007 

      Can you try the following please:

      For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. 
      For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache.
       

      If you are using an Android device can you please ensure you have the following settings enabled:
      Location Permissions (Settings > Apps > Virgin Media Connect > Permissions)
      Nearby devices (Settings > Google devices & Sharing > Scan for nearby devices).

      Let us know, 🧾

      Kind regards,
      Ilyas.

  • Hi Cannot find Manage Settings in ICloud have the latest IOS Version 17.4.1 on iPhone and iPad.

    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi Unionman_007,

      Apologies. After tapping iCloud you should see an option that says Apps Using iCloud. Do you see that? If you do, you can scroll to see if the Connect App is using iCloud and deactivate/remove it if so.

      Thanks,

       

    • Beth_G's avatar
      Beth_G
      Forum Team

      Hi Unionman_007,

      Thank you for confirming, that's fine.

      Do you remember the exact date you noticed the app stopped working? We can se that the latest version of the Connect App is version 12.42.14 and this was rolled out four weeks ago, which sounds like it might line up with when you first posted to report the issue. However as we've not received other reports around this time from other customers with the same issue, we can't confirm if it's an issue with the most recent update. Although it does appear that the iOS 17.14.1 update was rolled out around the same time, too. 

      Can you please check to see if both of your Apple devices have this version of the app? You'll be able to see this just from the Connect App itself. 

      Thank you

    • John_GS's avatar
      John_GS
      Forum Team

      Hi Unionman_007 

      Thanks so much for confirming 🙂

      Have you got a VPN on either device? If so, can you remove it? 

      This maybe via an app or any security apps you have on the device.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team

      Hi Unionman_007 👋.

      Thanks for the update, we have since found there is a minor issue with the Connect app Linking to the Hub 4's. we are currently In the process of rectifying this. We do apologise for this, if you would like to engage in a private message with me, I can get some details from you should we require information to assist.

      Sabrina