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.

[GL14]

I have the exact same issue. Spoke to tech support and they were unable to resolve. What's the point of the app  if we can't use it

[Steven_L]

Hey GL14,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your hub 4 at the moment. 

What were you advised by the tech support team?

Kind Regards,

Steven_L

[Chriscroxley]

I'm having same issues phoned virgin went through everything said they will raise ticket not heard anything.not very good customer service. Contact renewal Perhaps time to look around Which did say Virgin customer service is one of the worst 🤔 

[Martin_N]

Hi Chriscroxley,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with the connect app. 

What date was the ticket raised?

^Martin

[Camperdown]

I have exactly the same issue. VM sent me a new Hub 4 as my Hub 3 was considered less of a router by them. Installed Hub 4 and surprise surprise all the same issues-

1. Connect App cannot find the Hub even although the device I am using is connected to my network which is created by the Hub??!!!

2. After working fine for a few days I now need to reset the Hub every few days to be able to access the settings menu. However when I can finally get access to the menu I find that on the Connected Devices menu some of my devices are not connected to my network but to "Other" even although if I check phone, iPad etc. they show connection to my SSID??

3. I must have got one of the less than Intelligent Wi -Fi pods as it screws up my network constantly by dropping connections and tries to have all devices on the 2.4 Channel.

4. My super Hub 3  - which admittedly was a refurbished replacement for my original 5 years old or more Super Hub 3 - worked fine as long as I did not install the stupid Wi-Fi pod. 

A backward step Virgin and makes me realise what a pathetic service we are getting - my contract renewal is a few months away but I think after more than 25 years I have had enough and will no longer have to put up with this frustrating second rate service.

[Carley_S]

Hi @Camperdown 

Welcome back to the community forums 

Sorry to hear of your concerns with your Hub 4 service and the connect app.

The 2.4ghz reaches further than the 5ghz channel so you might find that most devices are connected to 2.4ghz. Both of these bands must be actively broadcasting under the same SSID with channel optimization switched on for the Pods to pair and boost the signals further. 

When a new hub is replaced, it can take sometime for this to update on the connect app. If you're still having some issues, we recommend deleting the app and re-installing. Ensure that all the previous data is removed from the app and ensure that you have the latest app and devices software. 

Do you find you've any issues with devices connected directly into the router or is it only through the WiFi that you notice disconnections? 

[Camperdown]

Hi Carley

It is difficult to know what channel any devices are connected to when I cannot access the Hubs setting menu!

The log in page appears and once I have entered the password the next page is blank and remains so until it is timed out. The only way to get the settings menu to work is to reboot the hub and even then it only works for about a day before the same thing happens.

The dropped connections only happen through WiFi and I have no idea why some connections appear to be connected to "other" instead of my network when if I check the device I am using the app on it is clearly connected to my network?

Overall the Hub 4 I received has been a backwards step from the Hub 3 which whilst not perfect had less issues.

I installed the Hub 4 on 3rd May so I would have expected the Connect App to have found it by now! And yes I have deleted the app and all the data, reinstalled it and whilst it knows I have a Hub 4 it cannot find it even when the device  is connected by WiFi to the Hub?

Overall pretty useless really.

Regards

George

[Martin_N]

Thank you for that information. Do you have a device you can via a Wired connection to see if the issue is replicated?

^Martin

[watsonm13]

I have the same issue. No matter what I try the app will not detect the hub4 - ive tried with both android and ios devices.  I can still access the hub settings page and I've tried factory reset and everything else suggested in this post. Need to get the app to work as I can't run the WiFi scan so I can order the WiFi pods for the blackspots in our house...

[Sephiroth]

You're a lucky person.  It's a message from above to avoid the WiFi pods like the plague and particularly the wretched CONNECT app.  Going down that route will give you even more grief than you're having now.

I sincerely recommend that you obtain your own WiFi mesh subsystem, which will give you complete control.  Better still to go into modem mode with your own router.  Laying out a bit of dosh will reward you greatly.