VM Connect App Hub Not Found

[Neo187v6]

Now having trouble with the VM Connect App not being able to find my Hub 5.
Under the Broadband Tab for My Network I get a dialogue box at the top of the screen under My Network that reads...
"Hub not found
We can't find your Hub.
Please follow these steps."

I've tried reinstalling the app, restarting my phone but nothing seems to work.

[Neo187v6]

[Neo187v6]

I did the Factory Reset & it fixed everything

This thread can be closed

[Martin_N]

We're glad to hear this has all been resolved for you. 

^Martin

[jamb23]

Hi there, 

I'm having the exact same problem as the original user. I've recently installed the new Hub 5, and the internet connection seems to work very slowly, but more so, the VM Connect App keeps saying hub not found. I've pin reset the Hub, waited for a couple days, and I've cleared the cache of the app, and it keeps saying Hub Not Found - try installing again. 

I can't add any of the pods onto the Hub 5 to connect, and so the wifi is terribly weak and we really need the connection asap. We've been on the phone with VM Customer Service agents for hours and hours, but they don't give any solutions to our problems.  

Can someone please help?

Thanks 

[Daniel_Et]

Hi @jamb23 👋 Thank you for your post and welcome to the Virgin Media Community 😀

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

What exactly have the customer service team advised and how have things been since you posted? Also, have you tried checking your service status? You can do so by clicking here.

General advice on fixing internet problems can be found here. 

Please pop back to us whenever you're ready and we'll do our very best to help.

Regards,
Daniel