on 05-03-2024 18:00
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.
Answered! Go to Answer
on 11-07-2024 16:37
Hi @watsonm13
Welcome to our community forums and thank you for your first posts. Sorry to hear you are having similar issues with the connect app. Can you let us know when this issue first began? What error do you get when trying to connect? Are you having connection issues on wired or wireless devices?
Thanks,
on 11-07-2024 17:13
Hi
If you mean about the connect app, it has never been able to detect the hub4.
The wireless isn't great in our house - stone walls and 3 floors so it can be intermittent throughout.
on 11-07-2024 17:39
I've done a lot of work putting WiFi into old buildings of the type you've described. It needs planning so that the mesh you establish is going to be viable. You'll find some "science" via this sticky post: https://community.virginmedia.com/t5/Networking-and-WiFi/UNDERSTANDING-KEY-ASPECTS-OF-WiFi/td-p/3870...
In essence you should consider surveying your property with an App that detects WiFi sources and display a signal strength. You should then map this on a per room or part room basis and note a position that receives a decent WiFi signal so that the mesh can propagate onwards. Then place an access point there (powered) and bridged to your WiFi source (Hub or private router). Then to the next spot and so on until you've got the house covered.
Whether or not you end up with Pods is up to you. But the survey needs doing because one device relays to the next and so on.
The very best solution (obviously not trivial) is to run Ethernet cables to any point where you wish to have an access point. Then you don't have any mesh worries. I don't think that the VM pods can take their source from Ethernet (they're a poor option). and governed by that wretched CONNECT app that you should avoid like the plague.
Another option, and a very valid one, is to buy Powerline Adaptors; you connect the first by Ethernet to your router and the others are served Internet over the electric mains. on a 1Gig service you'll maybe get up to 200 meg on the first floor and perhaps "only" 40 meg on the third floor; something like that. I've used them for years.
There is no simple solution to your requirements, from what I can gather.
on 11-07-2024 20:40
As Seph said, Ethernet cables are best and the only reliable way to get top speeds. It can be a lot of work to drill through walls and ceilings and pull up floorboards, but so what? If I had to get such a job done I'd call in my electrician. It would be all over by the end of the day.
on 14-07-2024 17:38
Hi i lost use of the connect app over a year ago and it was around the time 02 csme into the picture. I was always able to use the connect app no problem along with seeing every device i could pick up both my wifi pods and then they brought iut the newest hub5 and the connect app stopped working for me personally and i kept getting messages like “something went wrong on our side” and we are updating the app to better suit users with the new hub5.0. I hsve had the hub4 for seversl years now and Virgin say in their adverts that if you take out a Volt 1 gig package you can get the new hub5 !! Well thats a load of bull£&it as i just renewrd my 18 month package for the volt1 gig deal and i was not offered the new hub the last time and i tried to get it today and i was given the run around as per usual with virgin web chat by someone who cant even properly converse with you in english. I can never talk to anyone as their helpline numbers are all automated and each selection just tells you to go online ir chat on whatsapp. When you go onlibe to chat it takes hours and nobody knows how to deal with your issue as they dont understand english and are to busy trying to sell you an upgrade. Im in the process if several complaints with them and even that department cant write a proper email in common sense english.
on 15-07-2024 14:58
Thanks for reaching out to us @scottApoint, and a very warm welcome to our Community Forums!
Sorry to hear of the issues you've been experiencing with the Connect App when trying to use this with our Hub 4.
Can you please confirm if you've been able to ensure that the application and software being used on the device is up to date?
You may also benefit by placing the hub into it's default mode via the reset button on the back of the hub and then attempting to sync the hub with the application.
Thanks,
David_Bn
on 18-07-2024 23:29
You must be kidding !! Ivd bedn in at virgin for over 6 months to sirt tjus out with the connect app and everytime i go to the webchat on whatsapp or the website i get passed from advisor to advisor. I then have to continuously repeat myself for the advisors to just try and offer me a new package and suddenly i get cut off and put back to the chat bot. It seems if your not a new sale for them then they are not interested and i mean this as i have been constantly trying to get the issue fixed with my hub 4 which used to be perfect until 02 came into the picture. I even asked to get the new hub 5 or 5x as stated in their adverts about being a new customer or taking the volt 1gig bundle !! Well i am currently heading into my 2nd new 18 month package deal which is again a 1gig volt deal and so i should be entitled to the new hub 5 or 5x with wifi 6 or whatever its called. I was passed about from advisor to advisor and again cut off and the connect app still cant find my hub 4 and please dont trell me to reset or hold in the reset button for 60 seconds because none of those methods have worked as ive tried them numerous times. I have 2 virgin tv boxes and 2 wifi pods which all work perfectly and used to be easily controlled by the connect app. Then i started getting “something has gone wrong on our side” and then it was a message about the app being under repair for the new hub 5 and yet it still doesnt work for my hub 4. Why nit jyst send ne the hub 5 x and alliw me to get the benefits if controlling my wifi the way i used to and the way i pay your premium prices to supposedly be able to
on 18-07-2024 23:34
It seems to have been since the hub 5 update was added to the connect app that hub 4 stopped being usable. I had no issues with my hub 4 until they started to upgrade the app for the new hub or since 02 came into the picture
on 03-08-2024 21:57
Lucky you i have been unable to connect to my hub 4 via the connect app for months and i asked for a hub 5 or 5x due to you being entitled to one if you sign up for the gig1 deal !! Well i just renewed my package deal for another 18month gig1 deal and keep getting ignored when i ask for a new hub
on 04-08-2024 10:33
Blimey, I have only just been given a Hub 4. 😃