Forum Discussion

davieK's avatar
davieK
Tuning in
26 days ago

Unknown Devices

Why does my Connect app say I have 5 Set Top Boxes connected when I only have 2?

Well after a bit of investigation I found this is due to The Hub5 having 3 devices named "unknown", the connected app does not list these under MyDevices and just default to calling them STBs. Hub 5 software has removed the functionality to rename devices but obviously must have been a mistake as the info button still has the instructions.

As they are STBs I cannot pause, rename, set a profile or set device type.  All the functionality of the app has been disabled for these devices. 

Any idea how to fix this or do I just need to hope that Virgin finds time to fix the software?

Already rebooted the hub, cleared the app data and reinstalled the app.

 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    22 days ago

    Hi davieK, thank you for your post.

    We're sorry to hear about the problem you've been having 😔

    Just to confirm, are you using the very latest version of the Connect app?

    Please pop back to us at your earliest convenience.

    Regards,

    Daniel

    • davieK's avatar
      davieK
      Tuning in
      17 days ago

      Using version 12.50.2 downliaded from the play store.

      App is now showing 7 STBs, only have 2. Very surprised that it is actually capable of displaying 7 STBs, 2 wifi pods and 1 router. 

       

       

       

      • Vikki_M's avatar
        Vikki_M
        Forum Team
        14 days ago

        Hi davieK,

        Thank you for your response. 

        Could you kindly show us a screenshot of the connect app page that shows you have 5 set top boxes connected?

        We can then compare this to the data we can see on our side and advise further. 

        Please pop back to us when you can.  

  • davieK's avatar
    davieK
    Tuning in
    14 days ago

    Yes

    I have 2 STBs and 5 other devices that are showing as STBs. The other devices are things like Google Hub, Chromecast, light bulbs.

     

  • davieK's avatar
    davieK
    Tuning in
    14 days ago

    HUB 5 has these devices shown as above.. Unable to change the name on the HUB

     

  • davieK's avatar
    davieK
    Tuning in
    11 days ago

    All devices on the network have unique MAC addresses

    • Molly_T's avatar
      Molly_T
      Forum Team
      8 days ago

      Hi DavieK 👋

      Thanks for getting back to us, and for sending this screenshot of what you can see in the app over! From what I can see currently on our side, it's most likely just an error with the App at the moment. 

      I'm going to send you a PM to confirm a few details so we can be certain, and help get it raised with the app development team if needed. 

      You can find the PM in your Inbox 📩 in the top right corner of the page. Thanks for your patience in the meantime! 🌞