Connect app keeps losing hub3 since engineer replaced hub.

[Elliebs]

After engineer replaced hub 3, the connect app keeps losing the the hub.   Reset,  uninstalled app, nothing works

[Gareth_L]

Hello Elliebs,

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with the Connect App after the Hub was swapped.
I'd like to take a look into this for you as its a very strange thing to happen.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L · Accepted solution]

Thanks for those details Elliebs.

I have checked here and can see you have 2 Pods set up.

Can you please unplug them and see if the Hub then connects.

Gareth_L

[Elliebs]

Sometimes yes,  sometimes no. If it does connect, it's lost it again in hours,  if I move upstairs etc.  I can reset the hub and sitting next to it,  it doesn't find it.  If you Google this issue,  you will see loads of people have posted about this. 

[Kath_F]

Hi Elliebs, 

Thanks for coming back to us on this one. 

We’re sorry to hear you’re still having an issue with your hub connecting in the app. 

We currently have a known error with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are investigating this as a high priority. 

Apologies for any inconvenience. 

Thanks, 

[Elliebs]

Any chance of an update when sorted?

[Zoie_P]

We do not have one yet, how are your devices looking when connected?

Zoie

[Elliebs]

Honestly upstairs is lower even though the hub is up there

[Ayisha_B]

Our sincere apologies @Elliebs

This is currently under investigation and as soon as we know more, we will provide an update.

Many thanks for your continued patience.