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stevenmosesuk
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Cannot link Connect App to Hub 3

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

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gary_dexter
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Re: Cannot link Connect App to Hub 3

What are you hoping to utilise the app for?

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Tudor
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Message 3 of 12
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Re: Cannot link Connect App to Hub 3

Try deleting the app and reinstalling. Nearly all functions of the app are available by going into the hub on 192.168.0.1


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stevenmosesuk
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Re: Cannot link Connect App to Hub 3

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.

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stevenmosesuk
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Re: Cannot link Connect App to Hub 3

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.

 

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jbrennand
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Re: Cannot link Connect App to Hub 3

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


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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stevenmosesuk
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Message 7 of 12
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Re: Cannot link Connect App to Hub 3

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.

 

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jbrennand
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Re: Cannot link Connect App to Hub 3

Unless its changed recently VM were not sending out extra pods just because of a wiif scan on the App. Because they are in short supply - and everybody would simply just do a scan at the bottom of the garden and order more.

Hence, they cant be ordered online either - you have to call in and get via a Tech visit

Happy to be corrected when VM get here in a day or two.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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stevenmosesuk
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Message 9 of 12
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Re: Cannot link Connect App to Hub 3

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.

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Sofia_B
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Message 10 of 12
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Re: Cannot link Connect App to Hub 3

Hi @stevenmosesuk

 

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,

Sofia
Forum Team



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