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Connect App can't find Hub 3

Cudmonk
Joining in

Hi.  I was wondering if anyone had a successful fix or someone from Virgin Media could help?

Our Hub 3 was just replaced as the old one had a solid red light.  Our Virgin Connect App can't find it.  It says: 

"Can't find your Hub.  Looks like we've lost connection.  Please try installing again." 

I've read other posts here and tried: 

1. Reboot Hub

2. Uninstall and reinstall App

3. Factory reset of Hub 

None has fixed the problem.  Any other suggestions?   I want to use it to optimise the wifi (checking rooms for black spots etc.) and making the most of the app. 

Thanks in advance.

1 REPLY 1

Matthew_ML
Forum Team
Forum Team

Hello Cudmonk, thank you for reaching out and a warm welcome the community. I am sorry to hear you are having some issues with your app finding the Hub.

Please can you confirm if you have tried to scan the sticker on the bottom of the hub?

Please can you confirm if you have tried logging into the Use the hubs admin page?

Also are you connected to WIFI or mobile data when you are trying to app up?

Normally by doing a pin hole reset this should have resolved the issues.

Please do let me know. Thanks 

Matt - Forum Team


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