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[harry482]

Connect app won’t connect to my hub4   Connect a couple of times and tried the usual but no avail. 

[Ayisha_B]

Hi @harry482, 

Welcome to our Community Forums and thanks for your post. 

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 Wi-Fi in order for the app to connect to the Hub. It won't allow the connection if you're on a different Wi-Fi network, Guest network on your own Wi-Fi, 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, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.

If you're on iOS 16 then just delete the app from your device, restart the handset, and then re-download the Connect App.

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's causing the app to not recognise the Hub in a minority of instances. We're already investigating this as a high priority.
Pop back and keep us posted.

Thanks,

[harry482]

Did as asked and still not able to find the hub. Also hub seems to lose connection with all of my sky boxes even though connected 

[Paul_DN]

Hi harry482,

Thank you for reaching back out, we have had no update yet in regards to the Connect App issue, in regards to the Sky boxes not connecting this isn.t something we can support however you can try the Sky support forums to see if others have the same issues.

Regards

Paul.