Virgin Media Community

[Drendon]

 

 

I have a Hub 5, and when first installed - I could run speed tests and see all connected devices. 

Now I can’t do either. When I try to run a test, it goes to a troubleshooting page telling me I have to be connected to the WiFi first - yet I already am. 

[Adri_G]

Hey Drendon, thanks for reaching out on our help forums and welcome back to the community.

We're sorry to hear you're having an issue with the Connect App recognising your Hub.

The first thing to be aware of is you need to be connected to your Home Wi-Fi in order for the app to connect to the Hub. It won't allow the connection if you're on a different Wi-Fi network, Guest network on your own Wi-Fi, VPN, or mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that:

For your Apple device, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.

If you're on iOS 16 then just delete the app from your device, restart the handset, and then re-download the Connect App. 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

If this also fails then we currently have a known error with some of the data in our systems that's causing the app to not recognise the Hub in a minority of instances. We're already investigating this as a high priority.

Pop back and keep us posted. 

Thanks,