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.

[Sephiroth]

Just ddelete the wretched CONNECT app without trying to use it with the Hub 4.  Keep us posted.

[Tom_W1]

Hi @scottApoint thanks for your post here.

To be clear, either the Hub 4 or 5 are eligible for 1GB plans - we do not guarantee customers a Hub 5 moving onto the 1GB plan, as the Hub 4 supports our guaranteed speeds on this package too.

We hope this helps.

Many thanks

[Sephiroth]

But the Hub4 does not support the wretched CONNECT app.  So when will this be fixed?  When you provide a Hub 4 to an unsuspecting customer, a key piece of software needed for the efficient operation of the system (or so VM claim) doesn't work and borks the UI function of the Hub.

You can't have it both ways.

[scottApoint]

Yes but the hub4 no linger works with the virgin media connect app and i cant seem to get this sorted. If i were still able to use the connect app then i would gladly keep the hub4 but as i stated its not finding my hub. If i upgrade to the gig2 deal would i then get a hub5 x as my renewal is still within its 28 day grace period if thats a thing. I just want my households broadband to be controlled by me as it used to be because that is after all what you say is guaranteed with the wifi max etc is it not. I cant even get into my virginmedia email anymore due to this 02 merger which means i cant reset my password to sort it either. It just sends me round in circles from browser to app and back. 

[Sephiroth]

Unless VM have a fibre connection to your home, and provided that they are serving the XGS-PON service through those fibres, then you can get  Hub 5X.   But the Hub 5 seems to work with the wretched CONNECT app.  The Forum Team know all this but are presumably under orders as to what they can say or are simply not told anything useful by their masters.

[scottApoint]

I want to control what devices my kids can use on my broadband as and when i please as i was able to do before. In this day and age kids are more prone to do as asked ie chores etc when you threaten to cut them off the wifi. I was always able to restrict my kids using their iphones firesticks alexa echo dots etc until homework and chores where completed but now i am unable to do so and its not the only benefit all be it one of the nest if being able to use the connect app. I pay crazy amounts of money to virgin and i should be able to utilise my broadband as they say you can but again im left going round in circles 

[Client62]

Once again it is impossible to assist those that do not wish to listen !

[Steven_L]

Thanks for coming back to us scottApoint, I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, we can also look into your online Virgin Media account issues as the merger should not have affected your account in anyway. Please look out for my message and we can get started.
Kind Regards,
Steven_L

[daltonian]

I think they've finally fixed it !! 

[Sephiroth]

New Hub 4 firmware was released this week.01.04.092.07.16.EURO.PC20.  Is this what happened to you and now the Connect App & Hub 4 work together?

(Note, I don't use the Connect App).