Can’t connect to Hub 4 router via VM Connect app

[Jufc84]

Hi we received the new HUB 4 router this week - internet is working however I cannot connect to the router via the Van Connect app, It currently says Active One WiFi but when I click to start this process it eventually times out and points me in the direction of seeking support - which there doesn’t appear to be any on this topic? Thanks 

[Client62]

Manage the HUB 4 the reliable way via the menu at : http://192.168.0.1/  

We do not use VM Connect app.

[Jufc84]

Thanks but not really looking for a work around - want the tech to work as it should. 

[David_Bn]

Thanks for reaching out to us @Jufc84.

The Connect App should indeed be working with your Hub 4.

Have you attempted a clearing of cache on the application, as well as a reset on the hub to see if they can then be synced together?

Thanks,

David_Bn

[Jufc84]

 Hi yea tried resetting etc.

When I connect via http://192.168.0.1/ and run diagnostics I get the following errors but no advice on how to fix them. Could these be connected?

[Jufc84]

We are now also having issues with our speed dropping off intermittently. This is getting very frustrating now - tried contacting you via phone only to be told we should try and upgrade our package… great customer service.

[Client62]

Use the link below to test the speed to the Hub and to your devices.

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see all the stats.

The speed at the Hub should reflect your subscription.
The speed any WiFi device draws data at is limited by its location, data needs and technical abilities.

[Carley_S]

Hi @Jufc84 

Thanks for coming back to us and sorry to hear you're also having issues with your service.

I have checked the systems at our side and cannot see any issues in the area or any issues with your hubs specification. 

Have the services since improved since Monday at all?
Were you able to try attempting a clearing of cache on the application as my colleague had advised previous above? 

[Jufc84]

Hi how do I clear cache on application? Thanks

[John_GS]

Hi @Jufc84 

Thanks for coming back to us. What device are you using the application on please?

Best wishes.