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Connect app not finding hub

Ham78
Joining in

Hello im all new to VM so i dont really know what im going. I got VM internet on friday afternoon and stream tv 6/10/23. The problem im having is my connect app wont connect to the hub it just say lost connection. Iv been trying all things that been  Suggested and its still not working. To go with that iv checked on the VM app to see what it say about my internet package and all im getting is a message saying something has gone wrong and they show my package.

Screenshot_20231010-130750_My Virgin Media.jpg

Screenshot_20231010-141047_VM Connect.jpg

Screenshot_20231010-130648_VM Connect.jpg

9 REPLIES 9

Ashleigh_C
Forum Team
Forum Team

Hi there @Ham78 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry to hear that you have faced issues with your connect app. I know you have mentioned that you have tried checks before but can I just ask, have you been able to try uninstalling and reinstalling the app at all? 

Hi there , yeah iv been able to do that , some times iv uninstalled it 2 or 3 times aday and still the same.

Thank you for confirming @Ham78 and I am so sorry to hear that this has not improved things. Have you been able to try the app on another device at all? 

How long have you had the app installed and how long has it been showing this error?

I dont have another device that i can use only my laptop and my fone which is a Samsung S9. I first downloaded the connect app a few months ago and logged in , but after my internet was put in i tried to set up the hub , it just wont pick it up  , thats when i uninstalled it and then reinstalled it again.

Hi @Ham78,

Is the issue ongoing for you today? The only reason I ask is that it can take a few days after installation and activation for it all to register.

Thanks,
 


Zach - Forum Team
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Its been on going for a full week now

jbrennand
Very Insightful Person
Very Insightful Person

The VM Connect App is known to be "buggy/flaky" - just scan the number of posts on here reporting that !

I and many others have never installed or used it as there is nothing it does that cant be done by other means.

So what exactly are you wanting to use it for?


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

As i understand with the connect app you can check what speed your getting in each room and get rid of deadspots to each i know i have in my house thats all really 

jbrennand
Very Insightful Person
Very Insightful Person

Just get a wifi scanning App for your phone - there are lots available for Android and Airport Utility for iPhones.  This will allow you to scan in all locations and get an accurate picture of what is going on.

The Connect App is supposed to allow you to order VM pods but that process is also flaky - its best done with the help of VM staff on here.   But see this for more info.....

__________________________________________________________________________

Do you know if its a wifi only issue (are ethernet connected devices ok?), if it is - then On a Hub3/4/5, you could first try separating the SSID's of the 2.4 and 5 GHz wifi bands by renaming them in the Hub settings At the same time switch off "channel optimisation/Smart wifi” and “ apply and save the settings. All wifi devices will now need reconnecting to the best SSID at each location. Also use a wifi scanning App to find the best wifi channels to use (just select and use channels 1,6,11 on 2.4GHz) - this often helps Hub users get better wifi performance - so its worth trying - but its still no substitute for getting better kit 🙂

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods (note - BT charge £10/mo for their whole home wifi solution). It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point, (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.