Virgin Connect App not finding Hub 4 After being changed from hub 3

[Nobby505]

Hi All, just had my hub 3 changed to a hub 4 and now my Virgin Connect App can’t find it. I’ve done all the resets on the hub, cleared the cache on my iPhone and then deleted the app, turned off phone, reinstalled app etc but still not luck. Is there something Virgin need to do their end as I have moved from a hub 3 to a hub 4?

[John_GS]

Afternoon @Nobby505 

Thanks for posting and welcome to the community. Sorry to hear of the Connect App issues. 

It can sometimes take a day or two to sync with the new hub, has this been resolved since posting? 

If not, do you have any VPN's on your device? 

Best wishes.

[Nobby505]

Hi, many thanks for replying. Still hasn’t found the hub, I have no VPN’s on my network and also disconnected my mesh system completely.  I decided to download the connect app on my iPad also to see if I could connect with no luck 

[Client62]

VM Connect App

There are 2 things required to make the VM Connect app work with a Hub in Router mode:

1) Not using a VPN or VPN like tools on the mobile, use this https://whatismyipaddress.com/  check the ISP is shown as Virgin Media Limited.

2) If the ISP is VM, VM's back end systems have not yet updated to reflect the current Hub.
For the time being manage the Hub via its menus at http://192.168.0.1/

[Nobby505]

Hi, finally after a week I have managed to connect it. Many Thanks 

[David_Bn]

Thanks for the update @Nobby505, and I'm pleased to hear that this has now been resolved.

Do feel free to come back to us if any further assistance is required on this matter, or any other faults that may emerge on your Virgin Media service.

Kindest regards,

David_Bn