Hi, my hub was installed just over a week ago however I'm unable to connect to the my hub 5 using the connect app. It keeps giving me an error that "something went wrong on our side".
I've reinstalled the app and restarted the hub but still getting the same error.
Try accessing the HUB from a web browser on 192.168.0.1, login in, and complete the setup.
Then try again with the App.
Hi. I had this for over 18mths after my Hub 4 was installed. I raised the issue w number of times and none of the solutions that were offered worked. About 3 months ago I thought I'd try again, and it just worked. No idea what changed. None of the help suggestions, instructions or solutions offered by various Virgin 'tech' support helped. Hope yours is sorted sooner.
Notice the Connect app uses your VM account credentials, in order to work it is totally reliant on VM having added your VM Hub correctly to their systems. Only VM can do this. There are no home solutions other than to wait and try again later.
There are some user issues that cause the Connect app to fail such as not being on Hub Wi-Fi or using a VPN, Web Proxy or Apple Relay, these usually result in errors about not being on the home network or similar. i.e. not having a Public IP that can be matched to a VM Hub.
Having banished the VM Connect app years ago and manually configured the VM Hub Wi-Fi via the Hub admin menu we find the VM Hub needs no further time, attention or adjustments.
However if we install the VM Connect app, our choice of Wi-Fi settings would soon be overwritten by the Connect app's background tinkering and that is quite unacceptable.
Forum TeamHi GavJWilson thanks for posting although we're sorry to hear of the concerns regarding Hub 5 not connecting to your Connect App.
Did the advice given in this thread work for you, regarding accessing the Hub Settings? Please let us know if you need any further help.
Many thanks
