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VM Connect App cant find Hub 4

Adele23
Joining in

I have been having issues with distribution of Internet in my house with multiple black spots and intermittent WiFi. 3 weeks ago we had an engineer come out and upgrade Hub 3 to Hub 4. Since then I still have the same issues but my VM Connect App now can't find the hub. I have been on the phone too many times to count with Virgin and all I get is that a ticket is being raised and wait a week. I also can't access my hub settings through 192.168.0.1 as it just won't load. I have been sent a Pod to help with the WiFi distribution but as I can't get on the VM Connect App I can't show them that it's still not helping. Anyone any ideas how to fix as I don't think I can cope having to WhatsApp chat or call them yet again! Thanks 

2 REPLIES 2

Kath_F
Forum Team
Forum Team

Hi Adele23, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you've been having an issue with your Hub being recognised in the Connect App. This can sometimes happen when you've changed the hub however it usually updates within 3 days. 

It may be worth trying a PIN hole reset on the hub. Make sure you hold the reset button in for a timed 60 seconds to ensure everything refreshed. Once you've done this, and the hub is back up and running, please try deleting the Connect app and re-downloading it to see if this makes a difference and allows you to find your hub. 

In terms of the WiFi issues, checking your hub over, I can see a few of the downstream power levels are quite low. It's best to get them back up to optimal first and then we can look more in to the WiFi side of things. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. 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,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Kath_F
Forum Team
Forum Team

Hi Adele, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

  • ➡ The technician diagnoses the faults as not being caused by our network/equipment 
  • ➡ The technician discovers that the fault or problem relates to your equipment
  • ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
  • ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

We will continue to monitor your services and if we can see that the fault has cleared and the visit is no longer required we will cancel the appointment and let you know by text and email.

Let us know how the appointment goes. 😊

Take care.

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs