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LeeG05's avatar
LeeG05
Tuning in
2 years ago
Solved

VM connect app can’t find Hub 5

Evening. New customer with VM here. Have had the engineer out this morning to install services, and have tried to use the connect app this evening but it keeps saying it cannot find our hub 5. I have uninstalled the app multiple times and still no change.

 

Any advice would be appreciated.

  • Client62's avatar
    Client62
    2 years ago

    The VM Connect app is dependent on 2 key things, 1) not using a VPN and 2) the VM back end system having registered the Hub that is installed at your home.

    Check that you are not using a VPN via : https://whatismyipaddress.com/ the ISP returned should be Virgin Media Limited

    If the ISP is VM, there is little more you can do but wait and try later.
    As the VM Connect app is not working manage the VM Hub at : http://192.168.0.1/

21 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    The VM Connect app is dependent on 2 key things, 1) not using a VPN and 2) the VM back end system having registered the Hub that is installed at your home.

    Check that you are not using a VPN via : https://whatismyipaddress.com/ the ISP returned should be Virgin Media Limited

    If the ISP is VM, there is little more you can do but wait and try later.
    As the VM Connect app is not working manage the VM Hub at : http://192.168.0.1/

    • Chrisk84's avatar
      Chrisk84
      Tuning in
      5 months ago

      I have the same issue, i had a new hub installed months ago and i still can not get the app to find the hub. Is there another solution for this? Any help would be appreciated. 

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

        Hi Chrisk84, 

        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 the Connect App is not finding the Hub. Can you let us know what you're trying to do on the Connect App? Are you experiencing issues with your connection that you need help with?

        Pop back and let us know so we can help further. 

        Thanks, 

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

    Hello LeeG05, 

    Welcome and thank you for posting to us here on the community. 

    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. 
    Pop back and keep us posted. 
    Thanks, 

     

    • LeeG05's avatar
      LeeG05
      Tuning in
      2 years ago

      Evening and thanks for your reply. Unfortunately that still hasn’t worked. I have tried rebooting the router and uninstalling/reinstalling the connect app on my iPhone.

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

        Hi LeeG05 

        Is there a VPN active on your device or perhaps any anti-virus software active (that often has it's own in-built VPN)

        Best wishes,

  • grumpywurzel's avatar
    grumpywurzel
    Dialled in
    2 years ago

    It can take a few days for the system to update the details, usually 3-4 seems to be the norm but also factor in the Bank Holiday. I had the same issue and followed all of the scipted advice ref clearing cache/vpn (which I dont have and uninstall/reinstall the app. Unfortunately you just have to wait for VM to sort themselves out. Can almost bet 99% that you don't have any issue with your equipment/phone

  • mipalo's avatar
    mipalo
    Joining in
    2 years ago

    I got my internet back in July and still have trouble with the app. Checked that there is no VPN active and followed other advice on the thread. Thanks. 

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

      Hi mipalo,

      Welcome to the Community Forums! Sorry to hear you're experiencing the same issue with the connect app.

      Are you having issues from other devices too, and have you had other hub models with us previously and experienced similar issues?

      If so, can you please delete the saved network you have for old routers?

  • JONtemps's avatar
    JONtemps
    Joining in
    2 years ago

    HI

    Same issue here - self installed a new Hub 5 on Saturday (there has previous been virgin media broadband at my address) and the connection is working perfectly.

    I can't connect to VM Connect, however having tried all the solutions I can find on here and waited 2-3 days etc.

    I did change my SSID and password on day one via http://192.168.0.1/ however. It this likely to impact it? 

    I only want access to VM connect to install a WiFi pod (not arrived yet, but I understand I'll need VM connect to configure it?). 

    Question is, will changing SSID affect VM connect and should I change it back to original settings? 

    • JONtemps's avatar
      JONtemps
      Joining in
      2 years ago

      Update to my last - I tried restoring the original SSID and password - no joy unfortunately 

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

      Thanks for coming back to us JONtemps, you wouldn't need the Connect App to install a WiFi pod, you just need to plug the pod in and it will automatically find your hub and 

      you can use it from there. 

      Accessing the Connect App, there should be no issues after changing the SSID of your hub, the app should still be able to connect but if you want to give that a go and check, that would be okay, we can then rule that out for your account. 

      Kind Regards,

      Steven_L

  • paulrose52's avatar
    paulrose52
    Joining in
    2 years ago

    I am having a similar issue. A Virgin technician replaced by Hub 3 with a Hub 5 today. The hub is working fine but the VM Connect IOS app will not find the Hub 5. It worked fine with the old Hub 3. Is it a question of waiting for Virgin to complete the set up?

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

      Hi paulrose52,

      Thanks for posting and welcome to our community 🙂

      Sorry to hear you're having some issues with the Connect app since switching hubs, can you confirm if your device is up to date? Can you confirm if you've tried a pin hole reset of the hub?

      Alex_Rm