VM Connect cannot find hub 4

[Alzibiff]

I used to be able to connect but that was months ago. The IOS app just cannot connect to my hub and therefore I cannot get it to optimise my home WiFi network. So frustrating as I am having issues with poor WiFi connectivity in specific parts of my house. Please can a Virgin Teccy get in touch?

[Sephiroth]

Have you read the many near identical threads on this forum?  Please do so that you know where you stand.  

[Alzibiff]

I have read some of them and those which I have seen generally finish up with someone from the Virgin Tech team sending a private message to the community user so I am looking for the same. Thank you for your reply.

[Client62]

Reads like you have totally ignored the multitude of recent posts about the Connect app causing Hub 4 failure.

How can one offer help, when you know the situation but persist with the Connect app ?

[Alzibiff]

Thank you but I am not ignoring anything that I have read.

[Client62]

Do you have the Connect app installed on an iPhone ?

[Sephiroth]

Your aim should be to secure a Hub 5 from VM if you want to make use of the CONNECT app.   

[Kath_F]

Hi Alzibiff, 

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're having an issue with connecting to the Connect App. In order for the App to find your hub, you need to ensure you are connected to the WiFi on your device. Please also ensure the app is up to date as is the device your're using. 

The first thing to try, after ensuring the above, is a pin hole reset on the hub. This will be reset the hub and should allow the Connect App to locate it. Please try this and let us know how it goes. 

If you're still having an issue after the pin hole reset, please expand further on the issues you're having in terms of the error message and what you were trying to do when it came up. 

Many thanks,