Connect App and Wifi Pods not connecting

[SteveTu]

Recently received a Hub 5. I can’t get the connect app to find the router, and also wifi pods won’t connect. The hub works and I have internet and wifi.

Performed all usual troubleshooting:

Hub: rebooted and also performed full reset.

Connect App: tried uninstalling/reinstalling app. Fresh sign in. No VPNs connected etc. even tried a different phone altogether.

Wifi Pods: tried nearer and further away from hub. Powered off and on. Left on for days. Made sure of no interference (never used the pods before, so do I need to register it somewhere? Instructions say just plug in and turn on, how does it know which router to connect to)?

I called VM support and they have just said they will log a ticket to the technical team… very helpful…

Anyone experienced the same? Any advice would be much appreciated.

[SteveTu]

Still no progress. I called Vm support again last week. Was told some people have this issue! That isn’t an acceptable a response for me. I advised that this needed to be sorted so they said the issue is being escalated and that I would receive a phone call the next day, lo and behold nothing. I still currently can’t manage my internet properly. Getting no where with Virgin, going round in circles and being lied to. Extremely poor service I’m not happy!

[Joseph_B]

Hey @SteveTu,

Sorry to hear this issue is still ongoing for you, when you last spoke to the team did they provide you any further information or an estimated fix date at all?

Joe

[SteveTu]

No just that it will be escalated and I will receive a phone call from a manager to go through it. They also said they will send another wifi extender pod and haven’t.

If there is an issue back end they really need to fix it. If they can’t then they need to send another router or something. Can you help please? I have phoned VM about 10 times over the past couple of months, and not even mentioned the issue with the mobile SIM card yet! 

[Joseph_B]

Hey @SteveTu,

Thanks for coming back to me, sorry this is still ongoing for you, what I can do is invite you in for a quick private message so that we can go about looking into this further with you, if you have not used this feature before you can access it via the envelope at the top of your screen.

Joe

[SteveTu]

Connect App is still not working (repeaters are). I’ve sent you a direct message. Any help would be much appreciated.

[Robert_P]

Have you made any changes to your wireless network settings, changed or renamed the SSID's or passwords? This can cause issues with the app connecting to your hub, this is also the case with mesh systems and modem mode.

There is currently an update being rolled out over the next few weeks to the Connect App so we'd ask to make sure yours is as up to date as possible.

Rob

[SteveTu]

Hi Rob, thanks for the reply. No changes, the original SSID and original password from out of the box. 
is there something back end that can be done with my account or something to try and help? I will keep the app updated, but it should still work now anyway correct?

[Ashleigh_C]

I'm so sorry to hear that this is still not working for you @SteveTu 

Could you share a screen shot of what the app shows when you try to connect? I know there was a break in your posts here of a few months, can I just check was the app working during this time or has it never worked?

[SteveTu]

Thanks. No the app has never worked. The WiFi pods work now but the app has never. Attached a screenshot. I have tried all sorts, removing app and all data. Tried other phones. Router has been fully reset. 

 

[Tom_W1]

Hi @SteveTu thanks for your reply and screenshot.

As my colleague Rob has previously mentioned, there is an update to the Connect App scheduled in the next few weeks so once this is put through, the App should pull everything through for you - please keep us updated.

Many thanks