Virgin connect app still connected to old Hub

[30caspa07]

Hi

We recently had to have a new hub 5 as ours was broken. The virgin connect app (iOS) still seems to think we have the old one and I can't find a way to update it? I've tried logging out and logging back in, deleting the app and reinstalling and installing the app on a different device but it's all the same. It's picked up that we now have a pod and it gives me an internet speed (tho I don't see how!!).  Please can someone help before I lose my patience? 

Thanks.

[MOD EDIT: Subject title changed for clarity]

[Matthew_ML · Accepted solution]

Hi 30caspa07, thank you for reaching out and a warm welcome to the community. 

We're sorry to hear you're having an issue with the Connect App recognising your hub. 

The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that: 

For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

If this also fails then we currently have a known error with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority. 

Pop back and keep us posted. 

Thanks.