Virgin Media Connect app will not connect

[RichardDBlake]

I am having problems getting the Virgin Media Connect app to connect to my Hub 3. I have tried several times over the past few months without success. I have tried the usual - reboot the hub, uninstall and reinstall the app.

The only error message I get is:

Oops. Our bad

Which is not very helpful.

Any ideas on what I can do to get the app working. I am on an iPhone 13 Pro Max running iOS 15.3

[Adduxi · Accepted solution]

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.

This will completely refresh the Hub and may allow the app to reconnect.?

There is nothing I can think of that you cannot do with the Hub's admin pages, that you can do with the app.  I don't use it btw 😉

[RichardDBlake]

Thanks - I tried the reset. It’s now taken about 2 hours for my Virgin Media pods to reconnect.

I then tried the connect app again and on the fifth attempt it connected - yay!

Thanks again for the suggestion

[gillhoose]

I’m on the hub 4 and it’s still connected to my hub 3. It won’t let me do anything. How do I sort this out. Also Ive just changed to volt package Gig1 and my speeds are the same as they were on M600. Any ideas 

[Zoie_P]

Hi gillhoose, 

Thank you for your post.

I am sorry you are having issues with the connect app also.

The connect app does not work with the hub 4.

What speeds are you getting on a wired connection? 

Zoie

[gillhoose]

I haven’t a clue as I do t have any devices wired. I don’t think anyone has these days unless they are in an office 

[Kain_W]

I can understand where you're coming from gillhoose,

Thanks for the response. 

Are you experiencing issues within the same room as the router?

Let us know,

[Simonwhite]

My hub 4 is not connecting to the virgin media connect app done all the troubleshooting as described in this still no joy 

kind regards 

simon white 

[gillhoose]

Hi Simon

Tbe app doesn't work with the new hub. VM say they are working on that. 

m I can’t even log on to the settings to change my password or anything on the new hub. 

Steve 

[Paul_DN]

Hi Simonwhite,

Thank you for reaching out to us in our community and welcome, sorry to hear your Hub 4.0 is not connecting to our Connect App.

 What error do you get when trying to connect, which device are you using?

Regards

Paul.