VM Connect App and Router access

[swm]

Good afternoon

A couple of weeks ago I had to have my electricity meter replaced which meant the power was off for a while. Since then I have been unable to use the VM Connect app as it keeps saying it can't find the hub. I also can't log into the hub GUI at 192.168.0.1, it asks for my password but then displays a blank screen. It does this from my windows PC and also my iPhone and iPad so it looks like a hub issue.

I have tried a restart of the hub a couple of times but then suffer poor WiFi for hours afterwards while it sorts itself out and reconnects to my wifi pods. I also did a full factory reset but it still will not connect to the app or through the GUI.

The WiFi and direct connection via Ethernet all seem to be OK apart from it being very slow after the reset. Could this be the Hub failing (Hub 4)?

Can anyone suggest a way to resolve this or do I have to give up my Saturday morning on the phone to customer services?

[Gareth_L]

Hello swm.

Thank you for replying.

Sorry you are still unable to view the Hub4s GUI.

Just a quick question before we look at the need to replace the hub.

Have you tried a factory reset?

First make sure the networks sticker is eligible on the base.

Disconnect all unneeded ethernet cables from the rear of the Hub. With the Hub Powered on use a paperclip or similar and do a pinhole reset. Depress the pinhole switch for a timed 60 seconds then release. Don't reboot the hub but allow it 5 to 10 minutes for it to boot itself up.

If that still doesn't allow you access to the GUI, please let us know.

Gareth_L

[swm]

I Have tried all this and the agony it entails as I prefer to rename the SSID and passcode to save having to reconfigure all my home automation devices. Your own community pages are littered with the same issue so clearly is a wider issue than VM want to admit. If you had fully read the complete post you will see that I have tried all the recommendations. As the internet is working it would appear that VM think they are fulfilling their contractual obligations.

If it can't be fixed then all I need is confirmation that you will let me terminate my contract early through no fault of my own and I will take my services which also include home phone and TV to another vendor. Do you want one more attempt of rectifying?

[Paul_DN]

Hi swm,

Thank you for the above update, I was able to locate you on our system with the details we have for you and was unable to run full checks, it looks like you may have 3rd party networking equipment, if this is the case please remove so we can run further checks.

Regards

Paul.

[swm]

Hi Paul

No third party networking equipment is installed. The setup is your supplied Hub 4 with 3 VM supplied WIFI pods. From the hub I have also taken three hard wired Cat 5 connections to other rooms. This set-up has been in place for a number of years without issue.

Regards

Stuart

[Kath_F]

Hi Stuart, 

Thanks for coming back to us on this one. 

I can see that we asked above for you to complete a pin hole reset for a timed 60 seconds but you've mentioned above you were hoping to avoid this. At this stage, we would need you to complete this. Please ensure it is a timed 60 seconds as anything less won't have the right affect. 

Please let us know if this allows you to then access the GUI so we can go from there. It's possible that you've changed some settings within the GUI when changing the SSID details. 

Keep us posted on how things go. 

Thanks, 

[swm]

Good afternoon Kath

The reason I have changed the SSID is to save me a lot of hassle resetting all my home automation equipment. This is the only setting within the GUI that I have changed, even if I had changed other settings it should not prevent me from accessing the settings menu. I have been with you for over 20 years and have always made my own settings without issue. There are many posts on this community site detailing the same issues.

I will try the pin hole setup again to see if this cures the issue. If this does not work then I will expect that you either change the hub for a newer model or release me from my contract without penalty. I shall update later this evening.

[swm]

Good evening Kath
This evening I tried the full reset for 60 seconds as requested, whilst it was resetting i turned off all three wifi pods.
After it had been through it's reset sequence I connected my iPhone to the wifi, sitting next to the hub, and after reloading the VM Connect app it still reported "Hub not found".
I then tried connecting to the GUI at 192.168.0.1 and after changing the password I got to the setup pages. I was then able to reset the SSID and Passcode so that all of my home automation was able to reconnect.
I have also switched the wifi pods back on and they slowly reconnected.
I later retried the Connect app on a different Apple device which did not work. Later in the evening I also lost the ability to access the GUI, got the loggin screen and password but then just a blank page.
I’m just going round and round in circles and have exhausted all your recommendations and now simply want a operational system or the ability to exit my contract without penalty.
I know that you have access to my account so will have access to my telephone number so could I ask please that you arrange a call to discuss a resolution one way or another.

[Gareth_L]

Hello swm.

Sorry to hear this is still happening.

Kath is away right now so I will pick this up on her behalf.

As this is the first time I have spoken with you and I will need account access. 

I do need to pass security again by private messaging.

If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L · Accepted solution]

Hi swm.

Thanks for your time this morning.

Please don't forget to let me know how you get on with the new hub being delivered.

Gareth_L

[swm]

Hi Gareth

Hub arrived and connected to the network. I have changed the SSID so it matches the settings already configured for my home automation and all appears good. The three WIFI pods have also connected.

Thank you for your help and hopefully I will be able to cotrol my wifi without issues.

Stuart M