Forum Discussion

Ian_Nunthorpe's avatar
Ian_Nunthorpe
Up to speed
2 months ago
Solved

VM Connect App and Hub5

Since my Hub3 was replaced a few weeks ago by a new Hub5, the VM Connect App has stopped working properly. 

The Connect App doesn’t show my WiFi details, or my Network Devices (other than with an exclamation mark in a triangle) or my WiFi devices. 


All I get are messages “Oops! Something went wrong “ or “something went wrong on our side” and “Contact support if this message keeps appearing “

Help please, preferably from a VM Moderator. 

Hub 5
WIFI
  • Kath_P's avatar
    Kath_P
    2 months ago

    Hi Ian_Nunthorpe, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with the Connect App since getting a new hub. I appreciate you may have tried some of these steps, or even all of them, but please follow these steps in the order they're posted:

    • Please delete the Connect app from your device.
    • Ensure the OS on the device is completely up to date. If it's not, complete the update.
    • Once it's been uninstalled, please turn your device off completely.
    • While your device is off, please pin hole reset your hub. Make sure you hold the pin in for a minimum of 60 seconds. (If you let go even 1 second before the 60 seconds, it won't work and you'll need to repeat)
    • While you're waiting for the hub to come back on, please turn your device back. 
    • Re-install the Connect App and try to log in.

    Please let us know how this goes. 

    Many thanks, 

11 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Community elder
    2 months ago

    I'm not a Mod but the Connect App is useless. You are better off just using the hub interface at 192.168.0.1.  If you want to use the app then uninstall it and reinstall it. 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    Never used it as unavailable in modem mode. Take Cardiffman282’s advice.

  • Ian_Nunthorpe's avatar
    Ian_Nunthorpe
    Up to speed
    2 months ago

    I have already tried uninstalling and reinstalling but it made no difference. 

  • Abhayk722's avatar
    Abhayk722
    Joining in
    2 months ago

    this may or may not work for you which depends on your usage scenario.
    but are you using a VPN? 
    I had the same issues and couldn't figure out what was causing the VM app to not work.. tried everything from clearing cache to re-installing the app..
    Untill I was on another automotive forum coz the vauxhall car app was behaving the same..
    And the solution was to turn off the vpn or add the app to the exclusion list on VPN so it does not go through the vpn tunnel..
    After that worked I added the VM connect app and I haven't have had any issues since.

    hope this solves the issue.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Ian_Nunthorpe, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having issues with the Connect App since getting a new hub. I appreciate you may have tried some of these steps, or even all of them, but please follow these steps in the order they're posted:

      • Please delete the Connect app from your device.
      • Ensure the OS on the device is completely up to date. If it's not, complete the update.
      • Once it's been uninstalled, please turn your device off completely.
      • While your device is off, please pin hole reset your hub. Make sure you hold the pin in for a minimum of 60 seconds. (If you let go even 1 second before the 60 seconds, it won't work and you'll need to repeat)
      • While you're waiting for the hub to come back on, please turn your device back. 
      • Re-install the Connect App and try to log in.

      Please let us know how this goes. 

      Many thanks, 

  • Ian_Nunthorpe's avatar
    Ian_Nunthorpe
    Up to speed
    2 months ago

    Hi Kath_P,

    Before I follow your instructions, I would like to clarify one thing. When I installed the Hub5, I changed the WiFi Network Name & Password to the ones that were on the Hub3, to make it easier to reconnect all the WiFi devices on the network. If I do a pinhole reset, presumably the Factory Settings will be restored, including the original Hub5 WiFi Network Name & Password. So how do I synchronise changing the WiFi Network Name & Password with your instructions?

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Ian_Nunthorpe 👋 Thanks for getting back to us to clarify. 

      Yes, a Pinhole reset will return the hub to it's factory settings. 

      Once that's been completed, you can then set back up any personalised settings you may have by logging into the hub's advanced settings. There's details on how to do this here 👉 https://www.virginmedia.com/help/broadband/set-up-broadband under the section titled 'How to configure advanced settings on the Hub'. 

      Please let us know how you get on following the pinhole reset, and we can then offer further support if needed. Thank you for your patience and co-operation. 🌞

      • Ian_Nunthorpe's avatar
        Ian_Nunthorpe
        Up to speed
        2 months ago

        Hi Molly_T,

        Thanks for your response. I did the pinhole reset and the Hub5 reverted to its default WiFi Network Name. However, within a minute or two, the default WiFi Network Name was somehow automatically replaced by the WiFi Network Name (from my old Hub3) that I had inserted when I installed the Hub5. 

        Since this WiFi Network Name allowed all my devices to reconnect to my network, I then restarted my iPhone 13 and downloaded the Connect App. Amazingly, after a few minutes, the Connect App reconnected to my network and to all its devices. The app now seems to be working perfectly. 

        Thanks for you help 

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    The "Opps VM mucked it up again" messages usually mean the VM's back office systems have not updated to reflect your replacement Hub 5,  Hub resets / app re-installs will not fix this.

    This is our 8th year with VM, we use the Hub menu at http://192.168.0.1/    The last time we tried the VM Connect app is immediately caused multiple very inconvenient changes to our Hub, so the Connect app remains totally prohibited. 

    I am at a loss to know why folks keep fiddling with their VM Hubs, ours operates for months at a time without being touched. I only check it if there are issues after a power cut.