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Connect app can't find Hub 4

joewebber
Tuning in

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.

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Legend

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

See where this Helpful Answer was posted

11 REPLIES 11

Client62
Legend

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
Dialled in

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.

 

Dark Knight

Client62
Legend

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
Forum Team
Forum Team

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

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
Tuning in

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
Legend

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

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.

Beth

joewebber
Tuning in

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