Media Connect App can’t find Hub 3

[pod54]

My Virgin Media Connect was working fine. However, it stopped being able to ‘find’ my wifi Hub 3…. The wifi and Hub work fine. 

I have tried rebooting the hub and removing and reloading the App - without luck. 

has anyone experience of this or ideas to help me to get the app working again. 

many thanks. 

[Mdgaskell]

I have the same problem started happening recently I think its an app or hub issue, I can manage the router from the device weblink but just not via the app

[Kath_F]

Hi both, 

Thanks for your posts I'm sorry to hear you are having an issue with getting your hub and the Connect app to connect. 
In order for it to work you need to ensure you're loading the app when connected to your home WiFi. It won't connect if you're on mobile data, VPN or a different WiFi network. It this still doesn't work, do a hardware reset on your hub ensuring you hold the reset button for a full 45 seconds. 
If you're still having issues then we would need a little more information from you so we can feed this back into the project. 
If you're using an Android device, can you please go in to your Settings > Network & Internet > Select Internet > The one you're connected to, click on the settings cog > Scroll down to Gateway, Subnest mask, IP Address and DNS. 
If you're using an Apple device, can you please go in to your Settings > select WiFi > click the little I in a circle next to the network you're connected to. Scroll down to IP Address, Subnet Mask and Router.
Once you've navigated your way to the information, can you please take a screenshot of these and send to me in a private message please? To do this just click on my name and once my profile loads there should be a send message option at the top right-hand side 🙂
Many thanks, 

[tzus]

Same problem.  Started recently.

[Molly_T]

Hi Tzus, welcome back to the community! Thank you for posting to let us know you are experiencing the same issue. 

Are you able to follow some of the above advice from Kath to confirm:

-If you are accessing the app whilst connected to your home Wi-Fi (it wont work if connected to another network, mobile data, or if a VPN is active.

-You have tried a Pinhole reset on the hub (inserting a pin in the hole marked 'reset' on the back of the hub for 60 seconds). 

-If following the reset it still isn't working please obtain a screenshot of the which we can get you to send us via PM:

If you're using an Android device, can you please go in to your Settings > Network & Internet > Select Internet > The one you're connected to, click on the settings cog > Scroll down to Gateway, Subnest mask, IP Address and DNS. 
If you're using an Apple device, can you please go in to your Settings > select WiFi > click the little I in a circle next to the network you're connected to. Scroll down to IP Address, Subnet Mask and Router.

Let us know how you get on so we can send you a PM if needed!

All the best. 

[adamcarvell]

Same problem started after recent work in the area internet went down while virgin did what they had too. 
the hub and WiFi work fine but the app doesn’t.

[Kath_F]

Hi adamcarvell,

Thanks for your post and we’re sorry to hear you’re having an issue with your hub connecting in the app. 

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 investigating this as a high priority. 

Apologies for any inconvenience. 

Thanks, 

[DanB3]

I’m having the same issue, but for me it has never worked since I joined in May. I want to be able to scan for WiFi black spots but can’t unless the app connects to my Hub. Dealing with tech support is one of the most stressful tasks of my week that I’ve had to stop for my own health! 
How can i get some sensible progress on this? My suspicion is that it will never work and Virgin has no idea why. 

[Natalie_L]

Hi DanB3, 

Thank you for posting. 

I am sorry to hear you are experiencing these issues 

I have gone ahead and responded to your other post regarding this issue and we will pick this up with you from there. 

Thanks, 

[C4JAX]

Hello, I am experiencing the same issue.

internet working but cannot connect to the hub 3.

hope you can provide a update for me.

regards M