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.

[DaveThorn]

This is exactly the same problem as me... Have you had any success? I gave up contacting VM. Everything is working for me EXCEPT the connect app so the problem must be the app

[SteveTu]

No still doesn’t work for me. VM have been useless. I can’t lock down my hub with parental controls or manage my wifi how I need to!

[Molly_T]

Hi SteveTu 👋 Thanks for returning to the thread again with another update!

You should still be able to manage parental controls for your hub via your My VM account 👉 https://virg.in/myvmapp . There's more information about this here 👉 Parental Controls and Web Safety for Children | Virgin Media

You can also manage the Hub's advanced settings, or if you ever need additional support just let us know and we can do this manually for you!

There's more information on advanced hub settings 👉 https://www.virginmedia.com/help/virgin-media-configure-advanced-settings-on-your-hub . 

If you need further support for your hub management please let us know so we can help! 

In terms of getting the issue with the connect app resolved, it does look like an IT ticket was previously raised for this issue for you. The back of house teams are aware of an ongoing issue with the connect app working alongside some hubs which they are working on at the moment. We are happy to raise another IT ticket for you as it has been some time since the initial one was raised if you would like? Just let us know and we will send you a PM to confirm a few details and get this arranged for you. 

Thanks for your patience in the meantime! We do appreciate this issue is frustrating. 
All the best. 🌞

[SteveTu]

Hi. Thank you. The first url you sent just takes me to download the vm connect app. I have looked through my account online and all I can find is either enabling websafe or disabling it. That is not the level of control I need! There are no controls I can change.

if I already have a ticket why is there a need to open a new one?

please go ahead and open a new one as anything that can help get this resolved would be much appreciated. Will VM be prepared to provide any compensation for this? I need to be able to enable and disable devices from using the wifi when I need. I used to be able to do this before I upgraded and now can’t, so some of the services I am currently paying for are not available. Please can you work out a discount to add to my account and also backdate that?

Many thanks

[SteveTu]

Also within the advanced settings on the hub itself there are no options for this, only advanced networking settings such as port forwarding etc, that I can see anyway.

[Beth_G]

Hi SteveTu,

You can manually control which devices are able to connect to your Hub via MAC filtering. However, you'd need to know the MAC address of all the devices you wish to manage and you'd have to manually either grant or deny access to them at your desired times, so it can be a little more tedious than doing this via the Connect App.

We'll look into the issue you're experiencing with the Connect App further and we'll let you know once we have any news. We're sorry for any inconvenience caused in the meantime

[SteveTu]

Thank you. Yes MAC filtering is not really a viable option for me. Thanks.

[Lee_R]

Thanks for getting back to us @SteveTu . And thanks for the update. Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Please bear in mind, you can manage your account from here. Your online account, will give you access to your bills, show your package details, diagnose any possible faults and monitor any orders and appointments you may have. 
Regards
Lee_R