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Julila's avatar
Julila
Tuning in
3 years ago

Virgin connect app can’t find hub

Hi, my Connect app can’t find my hub. Everything else is connected and working. I’ve turned mobile data off. Can anyone help?  I’ve already deleted and reinstalled the app. It was worked ok until we had an outage a couple of weeks ago 

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  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    3 years ago

    Hi Julila,

    We're sorry to hear you're having an issue with the Connect App recognising your hub. 

    The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that: 

    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 this also fails then we currently have a known error with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority. 

    Pop back and keep us posted. 

    Thanks,

    ^Martin

    • Julila's avatar
      Julila
      Tuning in
      3 years ago

       Sorry, the file path you quoted isn’t consistent with my iPhone 12 mini running on iOS 16.6.1  Please can you advise of the correct file path?

      TIA, Julia 

    • ADF1955's avatar
      ADF1955
      Joining in
      3 years ago

      6 months on and you've still not fixed it. Some Priority. 😄

  • Anankha's avatar
    Anankha
    Problem sorter
    3 years ago

    Try deleting the libertyglobal vpn file under settings>general>vpn & device management then delete the app. Restart the device then download the app. 

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      3 years ago

      Hi Julila.

      Welcome back to our community forums and sorry to hear you are having issues with our connect app. We can understand this is not ideal. Have you tried the advice given by Anankha? Does the issue persist?

      Thanks,

       

      • Julila's avatar
        Julila
        Tuning in
        3 years ago
        • Hi, I tried the advice and it seemed to work. I tested the hub and reset all my rooms as I tested the whole house. However, it’s not working again today and is asking me to ensure that the hub is plugged in. I am currently using my iPad and TV on wifi so the issue isn’t the hub being plugged in. 
          i have now setup this App repeatedly and have only been a customer for 2 months. It’s not a good start, particularly with my other problems which your technical experts couldn’t resolve (smart heating and CCTV). 
  • Blair1900's avatar
    Blair1900
    Tuning in
    2 years ago

    New customer and my app isn't working either. It won't connect to the hub. My WiFi on all devices is perfect 

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Blair1900 👋 Thank you for your message and welcome to the Virgin Media Community 😀

      We're sorry to hear about the problem you're experiencing 😔 How have things been since you posted?

      Also, has following the advice provided earlier in this thread made any difference?

      Please pop back to us whenever you're ready and we'll do our very best to help.

      Regards,
      Daniel

  • evabalintcv's avatar
    evabalintcv
    Joining in
    2 years ago

    Hi  tried everything but the connect app can't find my hub  I have Hub 4 and iphone 1. 1 Pro. I just want to order  WiFi pods which I'm entitled to as part of my package. In two of the room in the house is very week the signal. Thanks 

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Hey evabalintcv,

      Welcome to the Community Forums and thanks for the post.

      Sorry to hear you are having this issue, have you tried deleted the app from your phone and reinstalling? Can you also confirm how long you have had the Hub installed?

      Thanks. Joe

  • smalltownanimal's avatar
    smalltownanimal
    Joining in
    2 years ago

    Same issue here. App can't see the hub despite being on the network. Cache cleared, fresh install....no joy. Had the hub about a week. Had previously connected but can't any more. 

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for your post on our Community Forums smalltownanimal.

      Can you please confirm if you've been able to perform a reset on the hub?

      Although of cause it is a new hub, that can help ensure that the App finds the hub.

      Do please also try sampling the application on an alternative device.

      Thanks,

      David_Bn

  • MT7's avatar
    MT7
    Joining in
    2 years ago

    I have solved this problem with my IPad. Go to settings, then click on your name,  then go to ICloud, then to “ private relay” and switch it off. now open the connect app and it should now connect ok. Close the app and switch private relay back on. The connect App should still now work ok ( it has for me ). 
    I hope this works for you too

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      2 years ago

      Hi MT7 

      Thank you for taking the time to let the community know of how you have resolved the issue at your side. 

      Very much appreciated 

  • Nikospall's avatar
    Nikospall
    Tuning in
    10 months ago

    Tried everything of the above and nothing works. VPN settings, Adnroid/IOS devices, tablets.. no luck.

    It happened after the app was trying to force me merge my wi-fi networks,. When I declined, it stopped working, it might be a coincidence or just the symptom of the app dying. Reinstalled, cleared cached, utter failure.

    Very disappointed (I thought Sky was bad but at least their apps were working..)

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      10 months ago

      Hello Nikospall.

      Sorry to hear you're also having the same issue with our connect app.

      I can see you have tried everything possible to resolve this.

      Would it be possible to try a Pinhole reset on your hub. 

      The reset button is on the base, Keep that held in for at least 20 seconds and allow the hub to factory reset.

      Might be best to try when you have minimal devices online.

      If that fails to fix the fault, please let us know.

      Gareth_L

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    9 months ago

    This thread is the simple, concise history of that wretched CONNECT app. Nice idea but very poorly executed and even more poorly supported.