Forum Discussion

Grumps70's avatar
Grumps70
On our wavelength
2 years ago

Hub4 & Connect app

Hi from a very frustrated user as I have tried all suggestions given but nothing has worked.

That includes pinhole resets & normal reboots.

I have lost count of how many times I have uninstalled and reinstalled the app. As far as the hub is concerned I can get the Internet OK either using WiFi or cable. The problem with the hub4 is that the app cannot find it and nor can I connect to it either with cable or wifi using 192.168.0.1 

I had this problem ages ago but the hub then done a reboot one night and was then ok but recently I saw it do a reboot all by itself during the day and since then the app cannot find it nor can I using 192.168.0.1

I have tried all suggestions given but nothing at this end has worked so either the hub4 is faulty or it is something back at VM.

Can someone give me the solution to this problem.

Regards

Alan

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    2 years ago

    Hi Grumps70,

    Sorry you're still having some issues seeing the hub via the app.

    So I can get a few more details from you I've popped you over a private message.

    Alex_Rm

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Regardless of what the VM notes may say ...

    Press the RESET button for 60 seconds, then leave the Hub 4 powered on to revert to the factory option.

    Less than 60 seconds will not trigger a full reset.

    • Grumps70's avatar
      Grumps70
      On our wavelength
      2 years ago

      Have done that more than once. Even had a timer on it. Am now in comms. via pm. Just waiting to get another reply.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    You need a replacement Hub.  

    If there are any issues with VM support, turn the Hub 4 off, then call in an report it has failed / is totally dead.

  • randm71's avatar
    randm71
    Tuning in
    2 years ago

    I have this exact issue too. Connect app used to work but a few weeks ago, stopped. I’ve done multiple factory resets including the 60 second one, left it turned off all day, reinstalled VM Connect multiple times. No good. Can’t get into the hub at 192.168.0.1 either. 

    • Grumps70's avatar
      Grumps70
      On our wavelength
      2 years ago

      Hi

      I have now had a visit from an engineer who changed the hub as they could not access it either with 192.168.0.1

      All is working fine at this end now apart from the hub not connecting with a pod. This they have to do at their end to re - pair the hub and pod.

      I have now ditched the connect app and will not use it again. 

      After posting on here a few times about my problems the vm team sorted things out but it can take a bit of time.

      Hope you get sorted OK.

      Regards

      Alan

  • dhairbus's avatar
    dhairbus
    Dialled in
    2 years ago
    1. There is an issue with connect App and HUB 4, (VM seem very very slow to resolve).
    2. The HUB is faulty this seems most likely as you have done everything to resolve the access issue.

    VM Connect  App  "we cannot find your HUB" so you (VM) lost it send me a new one !! 🤣🤣🤣🤣🤣

    Request/demand a replacement HUB - 

    • Grumps70's avatar
      Grumps70
      On our wavelength
      2 years ago

      They changed the hub 4 to hub 5 yesterday and all is working fine apart from the hub will not pair with a pod. This they say can only be done at their end. They tried yesterday but did not work so hopefully they will be able to do it today.

      Have a good weekend 

    • harvmeister's avatar
      harvmeister
      Tuning in
      2 years ago

      Spent hours on phone to VM and got nowhere. Spoke to someone on the X support and after much toing and froing finally told there is an issue with app!!!  Poor communication and slow response to resolve issue

      • Lee_R's avatar
        Lee_R
        Forum Team
        2 years ago

        Hi harvmeister thanks for posting and welcome back to our community.

        Sorry to hear you're currently unable to use our connect app with your hub 4 and for any issues this may be causing you.  I would like to see what I can do to help you. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R