App

[jiffybloke]

Hello. My virgin connect app cannot find my hub 5. I have switched it off several times to reset it and it will still not find it. I also get bad pixalisation when watching TV, I have tried resetting the TV 360 box and it still does it. Any suggestions ?

Thankyou

[Ilyas_Y]

Hey there @jiffybloke, thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the issues with the Connect App and the VM Hub 5. 😞
Please try the following:

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 if it works.

Kind regards,
Ilyas.

[jiffybloke]

Hello,

Tried all of the advice and phone still can't find hub

thanks

[Client62]

You can connect to the Hub menus at http://192.168.0.1 

Be sure to use the Hub password to login ( not the WiFi password )

[jiffybloke]

Hello. That advice was excellent for getting into the hub info but I wanted to be able to use the connect app to try to see if I had any blackspots on my WiFi around the home but I can't try it because I can't get the app to connect to the hub.

Thankyou

[Client62 · Accepted solution]

The VM Connect app will connect at some point.

Add a WiFi analyser app to your phone to enable the WiFi signal strength to be seen on a graph.

Any WiFi / Fibre / Internet speed test app will give an idea of the rates around the home.

[stevezlot]

Hi,

I'm having the same problem. Did you ever resolve it? Thanks

[jiffybloke]

It resolved itself after a bit of time. Took a couple of weeks 

[Ayisha_B]

Glad to hear it's been resolved @jiffybloke 

If you need anything else, let me know. 

Enjoy the rest of your weekend 🌞

[Ayisha_B]

Hi @stevezlot 👋,

Welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're also having some issues with the Connect App.

Can you confirm if you have tried what was suggested by my colleague, Ilyas, in this thread?

Have you deleted and re-installed the app?

Let us know so we can offer further support if required.