Connect app won’t find hub3

[Fahr]

I tried everything including resetting the hub, deleting and reinstalling the app etc although I’m connected to the hub but the connect app can not find the hub& the other things that are connected to it.

[jbrennand · Accepted solution]

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.

[Natalie_L]

Hi Fahr, 

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. 
Thanks, 

[emilylouisa88]

This is driving me nuts! Hub3 won’t connect to app, I have tried everything suggested here

i need to do so in order to request new boosters. How ridiculous I cannot reach a human being on the phone no matter how many different options I’ve tried! 

[David_Bn]

Thanks for your post on our Community Forums @emilylouisa88 and a very warm welcome to you!

Sorry to hear of the issues you've experienced when trying to order Wi-Fi pods.

Can you please perform a reset on the hub and also clear the cache on the Connect App and then run a scan using the steps below?
-Tap Start the scan
-Then Start the scan again 
-While connect to WiFi, Tap I’m ready
-Wait 2 mintues for Scan
-Scan complete, Tap continue
-Tap Add a room, Tap the room you're in
-Start the Scan (do this in every room)
-Scan complete
-Tap Optimise WiFi now if an option
-If so, Tap Optimise
-Optimisation complete, Tap Rescan room,  Tap Start Scan
-Tap Order a WiFi Booster if an option

Kindest regards,

David_Bn

[emilylouisa88]

Thanks I have a technician out tomorrow as appears there’s a fault with hub as speeds rubbish at 20-60 and they can’t get it to connect their end either! 

[emilylouisa88]

Technician has been out and replaced hub. I couldn’t be here unfortunately and although speeds coming through hun are okay upstairs is rubbish as we need boosters.

customer service telling me the ONLY way to get a booster is using the connect app but guess what - it still doesn’t work

i am SO frustrated with this. So many people seem to have this problem. I cannot wait to end this new contract so I can go to another supplier. 

it’s been raised to IT and as a complaint but not call back expected for 3-5 days so that’s going to make it 3 weeks that I’ve been unable to use the service I’m paying for

[Natalie_L]

Hi emilylouise88,

Thank you for updating the thread and letting us know what has been happening. 

I am sorry you have not been able to order a Pod, we will be able to assist further. 

I'll pop you over a private message to the purple envelope on the top right of this page now and we can go from there. 

Speak soon, 

[Natalie_L]

Hi emilylouisa88,

Thank you for joining me on private message. 

I am very happy we have been able to assist with getting this matter resolved. 

Please do reach out if we can assist in the future. 

Thanks, 

[Philm78]

I had Virgin installed yesterday but I too am having the same problem as the connect app can’t connect to my hub meaning I can’t run a scan in each room. Currently the WI-FI is poor or won’t connect at all in our bedrooms and this needs fixing as we didn’t have this problem with BT except in one room and I have switched to Virgin as I understood the internet was supposed to be faster and thought it would be the answer but currently it is worse because if we move away from Virgin the living room the connection gets lost or is really poor. 

So want to run a room scan and potentially get boosters but can’t as the connect app can’t find the hub.