on 04-02-2022 14:00
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
Answered! Go to Answer
on 11-09-2022 12:06
Hi Tom,
This would be the 5/6th time I have done the 45 second button reset so if it as not worked Is it the app or the hub at fault?
kind regards
simon white
on 13-09-2022 12:29
Hey Simonwhite, thank you for confirming this.
If possible please can you try it one more time and please make sure you phone and the app has the latest software updated.
There was a update which was released late last week. Thanks
Matt - Forum Team
New around here?
on 13-09-2022 13:16
I have checked again it still will not connect with the hub 4 please advise as everything is up to date
kind regards
simon white
on 15-09-2022 14:05
Hey Simonwhite, thank you for letting me know this.
Please can you also just delete the app and reinstall it now all your software is updated.
Also can you do a pin hole reset of the hub and then try to find the router. Thanks
Matt - Forum Team
New around here?
on 15-09-2022 14:32
Hi Matthew,
Can you please explain why all issues with the router requires you to do a factory reset on the hub I have spoken to your technical team and they have informed me that should not be done often and only time they would ask you to do that is if your hub as a red light and would be asked to hold in for a minute to two depending on the issue
kind regards
simon white
on 17-09-2022 15:35
Hi Simonwhite,
Thank you for reaching out to us in our community and welcome back, we appreciate your frustration in regards to you wanting to know why you are always advised to perform a Pin Reset, we only advise this when we are running diagnostic checks and the system directs us to do so, have you tried deleting the App and reinstalling it, also try on a different device.
Regards
Paul.
on 17-09-2022 19:08
Hi Paul,
I well I have had my fiber line replaced and it as solved the issue with the app and the hub issue
kind regards
simon white
on 20-09-2022 09:32
Hi Simonwhite,
Thanks so much for updating us on this issue with your Connect App, I am glad it has now been resolved thanks to the replacement cables.
If you need any further help, you know where we are 🙂
Thanks,
Megan_L
on 15-10-2022 15:06
So I updated my media app yesterday and since then I’ve been unable to find my hub I’ve. Rebooted my hub 5 times deleted and reloaded the app and still can’t find my hub. Is this a hub issue for virgin to fix ?
on 15-10-2022 16:53
I updated the app yesterday and now it won’t connect to the hub. I have reset the hub, deleted and downloaded the app but it just keeps saying unable to find hub.