Virgin Media Community

[Jenniop2002]

On connect app - 

Wi-Fi hub 3 is all set up and Wi-Fi is working but on connect app it keeps saying ‘we can’t find your hub’ even though it’s up and running.

[John_GS]

Hi @Jenniop2002 

Thanks for posting, welcome to both the team and also the community.

Sorry about the Connect App issues. This could be because the account has just been activated but try this for me; 

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. 

Best wishes,