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Can’t connect to WiFi pod or router

scrappydez
On our wavelength

I’ve got a Hub 4 and I’ve just completed a 60 second restore as I can’t connect to the WiFi pod or router.

The Connect app won’t work and shows errors connecting and I can’t get to the router on 192.168.0.1

 

Is the only option to get a Hub 5?

8 REPLIES 8

Carley_S
Forum Team
Forum Team

Hi @scrappydez 

Welcome back to the community forums 

Sorry to hear of your concerns with connecting your hub to the pods after a reset. 

You might find that you need to bring the pod closer to the router so that this can re-pair. The pod will flash for 15minutes, but once this has paired, it'll stop flashing. At this point you can move the pod back to the position you need to boost the signal. 

Checking the systems at our side it does look like the pod is still online, so please do let us know if you're still having issues today. 

Here to help 🙂
Virgin Media Forums Agent
Carley

That hasn’t worked. Main issue is the connect app, I just can’t access to control the pod. Plus i need to be able to get on 192.168.0.1 and can’t. 

Hi Scrappydez,

Thanks for coming back to us about your Connect App & WIFI Pod issue, sorry the previous advice didn't work, but it's all about trial and error with App issues!

Next we'd need you to delete the App's cache and cookies via the methods below -

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.
Please fully shut down the App and reopen it again.

Let us know how you get on.

Thanks,

Meg

Hi Megan,

I have an iPhone and the sequence posted to delete cache doesn’t appear to be correct for iOS 17.5.1

Does reinstalling the app have the same effect? I’ve done this a few times now. 

One error I have noticed is that sometimes after login, I get presented with old data from previous connection tests through the house. 

Im not sure how that can be possible when I’ve deleted the app numerous times and never back up this app to iCloud. 

You guys much be holding onto historic data on your servers. 

I’ve managed to access the router and I’ve ran a diagnostic and have a few screenshots. I’ll message you and post in private as MAC numbers are showing. 

Hi ScrappyDez, 

Thanks for coming back to me 😊 it sounds like we may need to manually/remotely re-pair your WIFI Pods to your Hub.
I'll send you a PM now so we can do that.

Speak soon!

Meg

Hi ScrappyDez, 

Thanks for chatting with me in our PM's, I'm glad we managed to get this fixed hopefully!

If you have any issues with the new Pod once it's delivered, please let us know.

Thanks,

Meg

Client62
Legend

The VM Connect app is corrupting your Hub 4 causing its menu to fail & Pods to be offline.