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Virgin Connect app

Trouble getting the app Virgin Connect  to set up as it will not connect to the hub. It thinks that the hub3 is not connected to the internet which is not true.

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Re: Virgin Connect app

Hi Bonnyfernandes, 

 

Welcome to the Community and thank you for getting in touch.

 

I am sorry to hear you are having problems connecting to the Hub.

 

What error message are you getting please?

Have any setting been manually changed on the Hub such as the passwords?

 

If you have any other devices such as boosters, we would recommend switching them off before trying to connect.

 

Thank you 

 

 

Nat
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Re: Virgin Connect app

Hello, I am having the same issue with connecting my Hub 3 to the Virgin Connect app. I enter the details requested (SSID, Password and Security Password) and after it has completed the connection process it states that it could not find/connect to my Hub, despite the fact that I am already connected to my Hub's WiFi. The network name and password for this hub has been manually changed when it was installed.

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Re: Virgin Connect app

Hi Sarah-M14,

 

Thanks for posting and welcome to our community 🙂

 

Sorry  you're having some issue using the app, 

 

Can you confirm if you've uninstalled and reinstalled it?

 

Can you confirm if you've tried a pin hole reset of the hub and tried connecting again?

 

Alex_Rm

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Re: Virgin Connect app

I can confirm that I did a pinhole reset on my Hub 3.0, and after this when I tried to connect the Hub 3.0 to the Virgin Connect app it was successful.

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Re: Virgin Connect app

Great to hear Sarah-M14,

 

Thanks for letting me know.

 

Alex_Rm

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