This started on Saturday 18th Oct and as of today the VM Connect app cannot see the Hub 5 or my other devices. It was working when I first received the wifi block pod a week ago and even up to the Friday 17th. I received a text message from Virgin telling me everything was okay and they could see all my devices, but the VM Connect doesn’t work. There is no VPN. What can be done?
Forum TeamHey Deniese, thank you for reaching out and we are so sorry to hear about your Connect app issues.
We can see you are currently in DM with my colleague, please do go back to this for any assistance.
That DM is about fixing the big hole in my brick wall Virgin drilled when it installed the internal white box. Incidentally, no one has contacted me about it.
The VM Connect app is still not reading my hub as of 25 October.
AFAIK, the app gets the information from a VM backend database, and this can take some time to update changes. Have you done the normal clear app cache and Hub reboot? Does the Hub admin console show all your connected devices?
I don’t know what is this clear app cache and how it to do it. And no it doesn’t show all my devices in the Hub admin console. It tells me it takes 2mins to refresh and then says it can’t find my hub.
Forum TeamHi Deniese
Thanks for coming back to the thread.
Try this to clear cache and then delete the app. Then reboot the device, re-install the app and should fix it;
Go to your device's settings, find the Connect App under the "Apps" or "Applications" list, select "Storage," and then choose "Clear cache".
