on 02-11-2021 11:03
Hi,
I am unable to connect the Connect app to my hub. This has previously worked using my previous iPhone, but I had to replace it.
I try connecting to an existing Hub, then get a message saying 'Oops. Our Bad, Sorry we couldn't do this for you, Tap 'Try again' to reconnect to your Hub'. Selecting this option brings up 'We're rebooting your Hub. This can take up to 5 minutes.' There is clearly no change or apparent reboot to the hub during this procedure, which I've attempted several times.
I've attempted rebooting the Hub 3 manually, and I've followed all troubleshooting in the FAQ for this problem, yet the problem remains. I've tried iPad and iPhone.
I've contacted VM faults twice, and they seemed to have no idea what this app does (I had to explain it to one of them).
Anyone resolved this?
Thanks,
Steve
on 02-11-2021 11:09
on 02-11-2021 11:11
Try deleting the app and reinstalling. Nearly all functions of the app are available by going into the hub on 192.168.0.1
on 02-11-2021 11:16
Thanks for the reply.
I have a Wi-Fi blackspot, and previously used the app to 'scan' for blackspots (I had multiple blackspots). This enabled a Virgin Media agent to send me a mesh pod, but they only send one at a time. I set it up, have tried it in different locations, letting it settle in each time, and it has really helped, but I still have a blackspot, and would like a second pod.
I recalled from the first time that Virgin Media agents can't send one out, unless the Connect App confirms there is a black spot. The latest agents spoke to didn't seem to know what the app actually did.
Thanks.
on 02-11-2021 11:19
Thanks for the reply.
I have already tried deleting and reinstalling the app on the iPhone. I've also tried installing it afresh on the iPad.
This leads me to believe that either it's a new iOS issue, or an issue with the Hub.
Appreciate your thoughts.
02-11-2021 15:09 - edited 02-11-2021 15:10
Get a more reliable scan by downloading any decent Wifi scanning App for Android - or Airport Utility Scan feature in iOS and checking the situation more accurately
Then call in for the second pod if needed - they are usually installed by a tech visit
on 02-11-2021 15:11
Thanks, but this doesn't solve the problem - being that Virgin Media require the Connect App to detect a blackspot in order for them to generate an order to depatch one. But I can't get the **bleep** app to connect to the Hub.
on 02-11-2021 15:50
on 02-11-2021 16:23
I can confirm, that the case just a few months ago was that you had to use the Connect App to detect a blackspot, and then call in to order one. This is how I requested mine. It was sent to me, and I installed it myself, and it works just fine.
Although, I've just called and spoken to a third agent, who said that up to two extra pods can simply be sent out after the first one is showing as installed and working. They've sent me a new pod, and it arrives Thursday.
Why the first two agents weren't aware of this is, sadly, not beyond me. I used to work at ntl, and it seems the training hasn't improved much in the last 20 years.
Thanks for responses.
on 05-11-2021 16:29
Welcome to the Community and thanks for your post, we're happy to have you with us 🙂
I'm very sorry to hear you're having issues with the Connect App, I appreciate this is frustrating.
I'm glad to hear you've managed to get the additional pod ordered, apologies this took multiple attempts, this is not the level of service we aim to provide and we apologise for any inconvenience caused.
If you have any further issues from here, please let us know and we'll happily assist you further.
Thanks,
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