Connect app can't find Hub 4

[joewebber]

The Connect app is basically useless. It can never find the Hub 4, no matter what I do.

I've tried factory resetting the Hub 4 (multiple times), re-installing the app, clearing the app cache, signing out/in.

Need a resolution to this, as its the only way to reset the WiFi pod, which also seems to have issues.

[Client62]

Does the Hub 4 menu work ? 
Login at http://192.168.0.1/ with the Hub Password to find out.

If the menu is not working, press RESET for 60 seconds,
then leave the Hub 4 powered on to revert to the shipping condition.

[dhairbus]

This is known fault and as you have done factory reset(s). Try a direct connection ethernet port 192.168.0.1 if you need to make changes to the HUB, if you cannot access the HUB lodge a complaint. 

VM are quick to raise prices slow to react to issues so be prepared for wait for a fix.

[Client62]

The sudden spate of Hub 4 issues make one wonder if they are all age failing
or some kind of recent config change has happened.

Symptoms appear to be..
1) Hub 4Admin menu accepts password & fails to produce a menu
2) VM Connect app has lost contact with the Hub 4
3) VM Pods are offline

[David_Bn]

Sorry to hear of this issue @joewebber, and welcome back to our Community Forums!

Have you possibly attempted to follow the advice offered by @Client62 on this matter, to see if this resolves this issue?

Thanks,

David_Bn

[joewebber]

Tried the 60 second reset, but it actually seemed to make things worse. I've rebooted the router a few times after that, and the WiFi connection keeps dropping.

Still can't get the Connect app to see the router.

I did manage to get to the settings page briefly, but that now seems to be intermittently a white screen.

The router seems to be failing, I need a new one sent out.

[joewebber]

Also, I've had to unplug the WiFi pod. It just keeps dropping connection, even when the router is working.

The kit is rubbish. I'm paying a huge amount each month for this useless junk.

Time to switch 

[Client62 · Accepted solution]

If after a 60 second reset the Hub 4 is still not working correctly, phone VM and request a replacement Hub.

[Beth_G]

Hi joewebber

I'm sorry to hear that you're still having issues with your router and for our delayed response.

I'll drop you a PM so we can look at getting your Hub replaced.

[joewebber]

Got in touch through the live chat. An Engineer came and swapped the Hub 4 for a Hub 5.

Happy with the service in the end. Won't be switching