Forum Discussion

Bobbykins's avatar
Bobbykins
Tuning in
2 years ago
Solved

Tapo devices not connecting to Virgin router

Hi, I have read a few posts from people asking similar questions but none seem to have a solution, and none seems not match my experience. I have a couple of Tapo bulbs, two sockets and a camera. U...
  • Client62's avatar
    Client62
    2 years ago

    Using a free Wi-Fi analyser app check if the Hub 2 still broadcasting the expected SSIDs on both 2.4GHz and 5GHz  Wi-Fi bands.

Bobbykins's avatar
Bobbykins
Tuning in
2 years ago

Sorry, somehow managed to flag this as accepted solution (just wanted to add kudos). Not solved yet 🤔

Kain_W's avatar
Kain_W
Forum Team (Retired)
2 years ago

Hi Bobbykins,

Thanks for your post and welcome back to the community.

Sincere apologies for any issues faced with this particular device, can I ask through the Hub settings page, is the device showing through there at all?

Also is there an error message popping up at all?

Let us know,

  • Bobbykins's avatar
    Bobbykins
    Tuning in
    2 years ago

    Kain

    Devices that I had successfully working prior to the problem are still listed, but not working as far as the Tapo App is concerned. I have left a couple in situ, just in case.

    Having deleted a device using Tapo and attempting to add it back does not see it being added to the list of connected devices. Similarly, trying to add a new device not previously registered behaves the same: refuses to connect the VM******-2G network.

    There are no visible errors messages other than the generally helpful message that the Tapo App provides telling you what you can try. The only information really is that the device won't connect to selected network.

    I'm inclined to try and get a Hub5 - the reason I haven't till now was that "if it ain't bust, don't fix it". I notice that Virgin say that Hub2 are still perfectly acceptable to carry on using, not so the Hub3. Also, I try to do my bit for the environment not upgrading at every opportunity. 

    Bob

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

      Hi Bob, 

      Thanks for coming back to us on this. 

      As the Hub itself is quite old, the first thing we will need to do is replace this. If you continue to have the same issues, we'll be in a better position to help further. 

      We'll need to confirm some information with you to get this done so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks, 

      • GaryPitt's avatar
        GaryPitt
        Joining in
        2 years ago

        Hi Kath,

        I am having the same issue with my hub3 not connecting to Tapo devices, can you advise how I request a replacement hub?

        Gary

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

      Hi Bobbykins, 

      Thanks for taking the time to stick with me in private message. 

      I'm glad to hear that the replacement hub has resolved the issue for you for now. 

      If you do notice any further issues, pop back and let us know so we can help further. 

      Many thanks,