Virgin connect app can’t find hub

[sjj1805]

Thats EXACTLY the same issue I have. Worked great in the past then after some unwanted app update it wanted me to merge my wifi networks. I prefer to keep them separate and the app didn't like that and has never worked since. Oh yes I've uninstslled and reinstalled the app. Turned of  mobile data. Cleared the cache and cleared the app data. Logged out and back in, you name it I've already done it.

[Daniel_Et]

Hi @sjj1805, thank you for your post.

We're sorry to hear about the issue you've been having 😔

What type of mobile device are you using? Is it an Android or iPhone? 

Also, have you checked the Connect app has location permissions enabled?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[sjj1805]

I have uninstalled and re-installed the app on my Samsung S23 android mobile phone. Turned OFF mobile DATA. Made sure that location awareness is turned ON. the phone is connected to the Hub3 Wifi Router. "We can't find your hub" - clicked the button "Try Installing again" and all those that appeared after it and .... "We cant find your hub". for what its worth I also tried on my old mobile phone I have that doesnt have a sim card but connected to the router - thats a Samsung S9Y wth exaclty the same result. I used to be able to use the app some months ago which was very useful when any of my grandchildren etc visited and we needed to control their internet use by temporarily turning off the wifo on any specific devices they were using (parental control) and now I can n longer do this

[Carley_S]

Thanks for coming back to us @sjj1805 

Can you please try  a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request.

Let's see if this helps at all at bring access back to your mobile.