Virgin Connect App unable to ‘find’ Hub 5?

[DavidOliver]

I see there are previous posts on this topic however I have tried the advice of resetting hub, reinstalling Virgin Connect app, and deleting the profile, but still cannot connect to the Hub 5.

I only joined Virgin this week and haven’t been able to connect the app/ hub. I note the connection is different to Virgin’s guidance video which indicates an Ethernet cable should be connected to the hub in step 5. My set up however only has the white coax cable from the box to the hub (engineer did not fit an Ethernet). My TV and internet works fine without it however. 
Any advice would be greatly received.

[Adduxi · Accepted solution]

The Connect app backend seems to take several days to catch up with new Hub installs.  It may just take time,

Just make sure you are connected to the VM Hub's wifi and you are not using VPN's or iOS Private Relay.

[DavidOliver]

Thanks Adduxi,

I have disconnected from the iOS Private Relay as advised - unfortunately however it hasn’t resolved the issue. I will give it another few days and hopefully the app will settle.

Thanks again 👍

[DavidOliver]

Hi Adduxi,

I tried setting up the app this morning and… success! I just needed to be patient and the app has now caught of with the hub as you suggested.

Thank you

[Adduxi]

@DavidOliver   Glad you got it sorted. The app can be a bit fickle 😊