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Mickypne's avatar
Mickypne
Joining in
9 months ago
Solved

Virgin connect app

Anybody else find this app absolutely dreadful. It can never find my hub. When I first downloaded it last year it was superb for about 3 month. Now it just never finds my Hub. I've now got my lads xbox that just won't connect anymore and every time I try to go to the app to check his status , it just says , can't find hub and now his xbox seems to just be stuck in a loop. Surely I can't just keep factory resetting the hub every time ? 

Virgin have said they're working on this and looking at other conversations, they've been working on this since about 2022. 

It's an app with a superb idea, unfortunately,  it's absolute dog#####

  • Adduxi's avatar
    Adduxi
    9 months ago

    The hubs admin console is 192.168.0.1 and you use the MAC filtering to pause/unpause devices. That’s all the Connect app does. 

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  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    9 months ago

    Hey Mickypne,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your Connect App at the moment.

    What have you been advised by the team so far to resolve the issues. Have you tried to remove and re-install the connect app or try on a different device?

    Kind Regards,

    Steven_L

    • Mickypne's avatar
      Mickypne
      Joining in
      9 months ago

      I've uninstalled,  reinstalled with no results. The app is a great idea but it just doesn't ever work. Only way to get it to work is to power reset the hub ( back to factory settings by keeping a pin on the button) however,  if a pause an xbox , not long after, the app once again doesn't find the hub and I think this is where the xbox is lost. I can't get the app to work to unpause the xbox.

      • Daniel_Et's avatar
        Daniel_Et
        Icon for Forum Team rankForum Team
        9 months ago

        Hi Mickypne, thank you for your response.

        What type of device are you using? Also, do you have location services turned on?

        Please pop back to us at your earliest convenience.

        Regards,
        Daniel

  • Mash691's avatar
    Mash691
    On our wavelength
    9 months ago

    I have exactly the same problem with my hub 4. It would seem the lots of us are having the same issue. I just wish someone from Virgin would say don’t bother trying anymore, it’s broke and we will let you know when we have fixed it.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      9 months ago

      Thank you Mickypne can I ask if you have been able to try the pause and unpause via the Hub settings page as our community member has advised? 

       

      I am so sorry to hear that you are also facing this issue Mash691 can I ask if you have tried uninstalling and reinstalling the app?

      • Mickypne's avatar
        Mickypne
        Joining in
        9 months ago

        Uninstalling and re-installing is pointless. 

         

        I haven't tried pausing on the hub settings as I dernt. Last time I paused on the app, I've not been able to unpause since so I don't want to take the risk on another device 

  • Alby41's avatar
    Alby41
    Superfast
    3 months ago

    I could not connect VM Connect  when I first downloaded the App , but then after some research I opened the App in my settings on A Galaxy mobile and cleared data and cache on this App in the phone...eureka!!! .. now worked it found my devices etc..running a Hub 5.. 250 mbps

     

     

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      3 months ago

      Glad to hear this fixed your issue Alby41.

      If you need anything in the future do let us know. 

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Be sure to Pause all Unknown devices with the VM Connect app - this your fastest way to a divorce / war with the kids / boiler that is offline / office VPN that does not work ...