Connect app will lot detect hub 4

[SDF20]

Hi, got the email that VM Connect app will now work with Hub 4. however it will not connect to the app. get message " we cant find your hub"

Turned of off, unplugged from mains, unstalled and then reinstalled the connect app - same issue.

any ideas please?

[jbrennand]

see this...
_______________________

The connect App has recently become "buggy" after upgrading its firmware.

Note the number of new threads on here complaining of App issues. >10 today alone.

A VM person will respond here in a day or two and comment on what you can try.

[David_Bn · Accepted solution]

Hi @SDF20, thanks for your post on our Community Forums, and a very warm welcome to you!

We're sorry to hear you're having an issue with the Connect App recognising your hub. 

The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that: 

For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

If this also fails then 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 already investigating this as a high priority. 

Pop back and keep us posted. 

Kindest regards,

David_Bn

[SDF20]

Hi. Thank you for reply. App found hub for a few days, without me doing anything. 

No when trying to add a pod it has lost it all again. Cleared cache, no joy. Will try again tomorrow.

[Ilyas_Y]

Hey @SDF20 thanks for the reply on the forums!

May I ask if you were able to try it again and whether or not it had worked?
Let us know and we can continue on from there 🙂

Kind regards,
Ilyas.

[WigglyWorm4]

Hi, I'm not able to connect to my Hub 4 to the App. I've tried all of your suggestions but nothing appears to be working. I notice this was an issue in Oct, is it still a known issue?

Thanks

[Ashleigh_C]

Hi there @WigglyWorm4

Thank you so much for your post and welcome to the community forums! 

I am so sorry to hear that you are also facing this issue, we are aware of this effecting some of our customers and we are doing all we can to try and resolve this for you. 

I know you have mentioned that you have tried all the recommended fixes but can I just confirm, have you tried deleting and reinstalling the app as well? 

Thanks again.

[WigglyWorm4]

Hi Ash,

Thank you for coming back to me, I've just uninstalled, rebooted and reinstalled the app but it's still saying it can't find the hub 😞

Any other ideas?

Thanks

WW4

[Akua_A]

Thank you for your response @WigglyWorm4. Are you able to confirm what device you are accessing the app on? Is the operating system up to date? 

Thanks,

[SDF20]

Hi. Still not able to detect hub. Which also means unable to use WiFi pod. Even unable to VM hotshots!

Shocking service from VM