VM Connect app unable to connect to Hub5

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?