VM connect app can’t find Hub 5

[LeeG05]

Evening. New customer with VM here. Have had the engineer out this morning to install services, and have tried to use the connect app this evening but it keeps saying it cannot find our hub 5. I have uninstalled the app multiple times and still no change.

Any advice would be appreciated.

[Client62 · Accepted solution]

The VM Connect app is dependent on 2 key things, 1) not using a VPN and 2) the VM back end system having registered the Hub that is installed at your home.

Check that you are not using a VPN via : https://whatismyipaddress.com/ the ISP returned should be Virgin Media Limited

If the ISP is VM, there is little more you can do but wait and try later.
As the VM Connect app is not working manage the VM Hub at : http://192.168.0.1/

[Natalie_L]

Hello LeeG05, 

Welcome and thank you for posting to us here on the community. 

We're sorry to hear you're having an issue with the Connect App recognising your hub. 
The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that: 
For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. 
For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 
Pop back and keep us posted. 
Thanks, 

[LeeG05]

Evening and thanks for your reply. Unfortunately that still hasn’t worked. I have tried rebooting the router and uninstalling/reinstalling the connect app on my iPhone.

[John_GS]

Hi @LeeG05 

Is there a VPN active on your device or perhaps any anti-virus software active (that often has it's own in-built VPN)

Best wishes,

[LeeG05]

Morning. I have turned off iCloud private relay and have no vpn or anti virus installed.

[grumpywurzel]

It can take a few days for the system to update the details, usually 3-4 seems to be the norm but also factor in the Bank Holiday. I had the same issue and followed all of the scipted advice ref clearing cache/vpn (which I dont have and uninstall/reinstall the app. Unfortunately you just have to wait for VM to sort themselves out. Can almost bet 99% that you don't have any issue with your equipment/phone

[Joseph_B]

Hey @LeeG05,

Thanks for getting back to us,

I can see it's been a few days since your post, has your issue since been resolved or are you still experiencing this?

Cheers. Joe

[LeeG05]

Hi Joe,

Yes it’s all working perfectly now - thanks for checking back in to see if everything was all good😊

[Megan_L]

Hi LeeG05,

Thanks for updating us on this, we're glad everything is working normally now 😁

If you need any other help you know where we are! 

Thanks,

Megan_L