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?

[Carley_S]

Hi @Spannerman1 

Sorry to hear this is still unresolved for you. 
Any further concerns at all please do let the agent know on your already opened PM and they'll be able to assist you further on this. 

The responses are not instant, but we'll work to respond to you as soon as possible. 

[capant]

Hi!

I am having exact same issues. Cannot access router settings by any method. Virgin offered me the upgrade to a Hub 4 from my Hub 3 and I'm beginning to wish I hadn't. Although the Internet connectivity is working well, as I said I have no access to the router settings... cant even get past the login screen and VM connect says it cant find the router!  This is unacceptable, there are many out there with the same issue...what are you guys doing about it? Any solutions you can offer not already on this forum would be appreciated... I've tried all the ones already posted more than once!

Thanks!

Capant

[Megan_L]

Hi Capant, 

Thanks for posting on our Community Forums, sorry to hear you're having this issue with your Hub settings! 
We can help with this issue here, however I can see on your services that you may have already spoken to our phone line about this.

Could you confirm if that is the case please? 

Thanks,

Megan