Virgin Media Community

[Mrsploppy]

Hi

i went to work yesterday with everything fine, came home from work and am getting the following, see pics” in the connect app. I have not changed any hub settings. All devices seem to be working and connected but the connect app will not show them. 

can a forum team member please help  thank you  

 

 

[Client62]

The VM Connect app is very flaky.  

What you are seeing now regularly traps people into having Paused WiFi devices that they can't resume.

[Mrsploppy]

Sorted itself out over night 🤷🏼. The app does not seem to be very stable. 

[Matthew_ML]

Hi Mrspolppy, 

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,