Unable to connect wifi pods or Connect app to Hub 4

[MikeGB]

I recently received a Hub 4 to replace my Hub 3 which was connected to 2 wifi pods (the white hexagonal ones). I can't seem to connect the pods to the new hub, nor can I get the Virgin Connect app to find the new hub. Customer Services were of no help unfortunately. The hub works fine otherwise, have a good broadband speed.

Any ideas please?

[Client62]

VM need to re-pair the VM Pods with the Hub 4, you can not do this.

The Connect app will corrupt the Hub 4 meaning, not only will the Connect app not work, the Hub 4 menu will fail and VM Pods go offline.  Performing a successful factory RESET with the Hub 4 is near impossible whilst the Connect app remains on your mobile phone.

Do yourself a favour and uninstall the Connect app ASAP. 
Read about this in this forum, there is extensive coverage as the fault has persisted for around 8 months.

[Daniel_Et]

Hi @MikeGB, thank you for your post.

We're sorry to hear about the problem you're having 😔

What type of device are you using the Connect app on? Also, do you have location services turned on?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[MikeGB]

The Connect app is on my iPhone 13, iOS 17.6.1. The app doesn't show up in the list of apps with location services. I'm not too bothered about the app, my concern is getting my wifi pods up and running again. From what Client62 says, it's something VM will have to do?

[Sephiroth]

The wretched CONNECT app and Hub 4 are bad partners as dozens of threads on this forum will testify.  It’s the app that is screwed and after months  of complaints it is not fixed.   The equally wretched pods require the wretched CONNECT app to function.   If you do get the wretched Connect app running on your iPhone, you are are warned - you may not be able to get into the Hub 4’s settings page.

Nix paddle doesn’t cover it.

[Megan_L]

Hi MikeGB, 

Thanks for posting and welcome back to our Community Forums!

Sorry you're struggling to reconnect your WIFI Pods back up to your Hub now that you've got a Hub 4. 

I can help with this 🙂 I'll send you a PM now so we can get this looked at.

Speak soon!

Meg

[Megan_L]

Hi MikeGB, 

Thanks for chatting with me in our PM's, I'm really glad we managed to get your Pods re-paired.

If you need any further help please let us know!

Thanks,

Meg