Forum Discussion

RichardDBlake's avatar
RichardDBlake
Tuning in
2 years ago

Hub not found in Connect app

I am trying to resolve wifi issues using the VM Connect app but it showing ‘Hub not Found’. I have tried rebooting the Hub, deleting the app and reinstalling it after rebooting my phone but no luck. ...
Kath_P's avatar
Kath_P
Icon for Forum Team rankForum Team
2 years ago

Hi RichardDBlake, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having an issue with connecting to your Hub within the Connect App. 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.

If you've recently had a new hub then it can also take a few days for the updates to reflect. 

Finally, you can also try a pin hole reset on the hub. Make sure you hold the reset button in for a timed 60 seconds to ensure a full reset is completed.

Pop back and let us know how it all goes. 

Thanks,

  • T9WPC's avatar
    T9WPC
    Joining in
    2 years ago

    Hi 

    I’m having exactly the same problems with all the same remedies to try to fix the issue but VM Connect can’t find the Hub 5. Worked perfectly on my old hub 

    • T9WPC's avatar
      T9WPC
      Joining in
      2 years ago

      Also my hub has been installed for a few months and all working perfectly 

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for reaching out to us T9WPC, and welcome to our Community Forums!

        I'm sorry to hear of the issues you've been experiencing with the Connect Application and the Hub 5.

        Can you please ensure that you have cleared cache on the application and logged out before then trying to connect to the Hub 5?

        Once completed, if this still doesn't allow you to sync with the Hub 5, please perform a reset on the hub and try again.

        Thanks,

        David_Bn

  • smitrog's avatar
    smitrog
    Settling in
    30 days ago

    I am having the same issue. I have tried everything in forum. I have a Hub 3 and on a Android Google Pixel 7. Please help.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      28 days ago

      Hi smitrog, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having an issue with connecting to your Hub within the Connect App. 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, have used VPN (or have a VPM installed on the device) or using Mobile data. If this still doesn't help, try clearing the data within the Connect App.

      If you've recently had a new hub then it can also take a few days for the updates to reflect. 

      Finally, you can also try a pin hole reset on the hub. Make sure you hold the reset button in for a timed 60 seconds to ensure a full reset is completed.

      Pop back and let us know how it all goes. 

      Thanks,

      • smitrog's avatar
        smitrog
        Settling in
        25 days ago

        Hi Kath,

        I have cleared the app data and uninstalled and reinstalled app. I am connected via WiFi from my phone not guest network. It's a super hub 3 and it's not new. I am not using a VPN. I don't know what a VPM is? Why can't they update me to the Hub 5 as my bills just keep going up and up?!