VM connect app won’t find Hub 4
Hello, my VM connect app can no longer find my Hub 4. It was working fine but now has given up! I am connected to my wifi network and have tried switching off my hub and also reset my hub. Any ...
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I'm also having the same issue, the VM Connect App was working fine albeit the App itself is very poor but at least allowed me to view what devices were connected to the two WiFi pods I have.
Suddenly the App has stopped working and simply will not find the Hub 4 despite being 6 feet away from it and connected to the same WiFi. Have done all the usual tricks, clear cache, clear data, delete / reinstall App but it still won't connect. I'm not prepared to factory reset the hub.
Like others my Hub will not respond to admin login unless it's rebooted and then will only show a maximum of 14 devices connected to WiFi (I have 30+) and changing the name is a right pain (having to switch menus). My service is 1gb but I get nowhere near this (500mb max) with WiFi even worse.
Is my hub 4 on the way out as surely this isn't expected behaviour? I reboot it every morning to get anywhere near the speed I need to WFH effectively.
Have asked Virgin on many occasions for the new Hub 5 but get fobbed off with the line it's still trialling or for new customers only and can we send you another free WiFi Pod.
Would appreciate anyone from Virgin Community to provide some answers and helping me receive the service that I pay for.
I am also having the same issue. Tried the 10 sec reset. Tried 60 sec reset. Neither worked. All I want to do is to change the setting of the hub 4 to modem only as I recently bought another router. Is there any way of programming a second hand hub 4 from ebay to work with my account
Or can VM provide me with hub 5
Hey aadoc Thanks for reaching out to us on the Virgin Media forums, 👋🏼
I'm sorry to hear about the issues with the Connect app you are experiencing. 😞
Are you able to try the following for me please:
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 you are using an Android device can you please ensure you have the following settings enabled:
Location Permissions (Settings > Apps > Virgin Media Connect > Permissions)
Nearby devices (Settings > Google devices & Sharing > Scan for nearby devices).
Let us know how it goes.
Kind regards,
Ilyas.
Hey mrawlings99 Thanks for reaching out to us on the Virgin Media forums, 👋🏼
I'm sorry to hear about the issues with the Connect app you are experiencing. 😞
Are you able to try the following for me please:
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 you are using an Android device can you please ensure you have the following settings enabled:
Location Permissions (Settings > Apps > Virgin Media Connect > Permissions)
Nearby devices (Settings > Google devices & Sharing > Scan for nearby devices).
Let us know how it goes.
Kind regards,
Ilyas.Still not working, tried your suggestions and then uninstalled the app, updated permissions etc and now it still can't find the hub but loops round on the install your hub again part. The phone is connected to the same WiFi and for once the hub is responding to admin access but the app still can't find the hub. I'm also paying for 1gb and a wired connection speed test is showing as 441.80 download, 105.19 upload with WiFi (6 feet away from hub) showing at 426 download, 105 upload. Does the hub 4 need restarting for the 3rd time today?
Sorry to hear that hasn't worked for you mrawlings99
I have checked the system at our side and can see that you are receiving great speeds to the router. You can see the speeds available at the router by using the Sam Know real speed checker, it'll show you the speeds at the router and at the device.
If you have rebooted the hub again and you're still seeing a slow speed on the wired connection, ensure you have no apps running on your devices or any software that may affect the speed tests. Also ensure that your LAN/WAN drivers are all up to date and your ethernet cable and device have 1gb capabilities.
Keep us posted with how you get on.
Hiya,
Still no joy in getting the Virgin Connect App to work and find my router, tried all the settings above and the reset but still no joy. Lost count now how many times I've uninstalled / reinstalled the app, cleared cache etc. The app says retrieving list of devices but then times out with "Hub Cannot be found" message. Any more suggestions or is it new hub time?
