VM connect app not detecting Hub 5

[projectile]

Hello.

Recently had virgin media service installed with Hub 5.

I would like to control the WiFi remotely by pausing individual devices. I understand the VM connect app can do this.

However I'm struggling to get my VM connect app to detect the Hub 5.

Tried the following troubleshooting steps;

1. Rebooting the Hub 5.

2. Disabling mobile data on my phone.

3. Clearing app cache.

4. No VPN enabled. 

Please help

[Hosay299 · Accepted solution]

Can i ask are u conntected to the router on wifi when useing the app??

what stage are u in the app when it does not work is it the check my set up 

[Reece_MH]

Hi projectile 👋

Thanks for posting, and a warm welcome back to the Forums.

I'm sorry to hear you're having some trouble viewing your Hub 5 in the Connect App. You've mentioned that this has recently been installed, which is usually one of the reasons that it doesn't show.

It can take approximately 48-72 hours for the Connect App to fully synchronise with our systems and your home network. Once this has been completed, the Hub should then be showing in the app.

You may need to reboot the Hub, or uninstall and reinstall the application for the update the pull sooner. Please do let us know if you are still unable to view this after this time has passed.

Thanks,

[projectile]

Hey.

Just an update.

I tried using the app again the following day and it worked straight away..weird ... possibly the service was down at the time of trying

[Reece_MH]

Hi projectile 👋

Thanks for providing an update on this - I'm glad to hear that things are now working. If you experience any further issues, or have any other questions, please do let us know and we'll be more than happy to advise/help.

Cheers,