Virgin media app cannot find hub. Reset several times

[Keef69]

Virgin Media App cannot identify the broadband hub. It fails to connect.

Hub is working fine, broadband is working fine.

I've reset several times but still no connection 😕 

[BonnieTP2]

I have exactly the same problem. Self installed yesterday, have rebooted several times and also reset Hub to no avail. TV working fine, but broadband speeds vary between 120 MBps and 500 Mbps whereas the promised 1 Gig seems aspirational.

Will be returning the kit next week if unable to rectify as high broadband speed is crucial to my work.

[Paul_DN]

Hi Keef69,

Thank you for reaching out to us in our community and welcome, sorry to see your Router isn't connecting with the Connect App, I was able to locate you on our system with the details we have for you and can see there is currently an area issue which in an SNR, Signal to Noise Ratio, this put noise on the Network causing intermittent connection issues, You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry for any inconvenience caused, our technicians are working to resolve this ASAP.

the estimated fix is 29/11/22 @ 10:45.

Regards

Paul.

[AuntieSocial]

Same here.

[Kath_F]

Hi AuntieSocial, 

Thanks for your post and 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, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. If you're on iOS 16 then just delete the app from your device, restart the handset and then redownload the app. 
• 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, 

[Keef69]

Hub connection problem seems to be fixed. Generally ok, though occasionally error messages appears saying cannot connect on app even though the broadband is working fine 

[John_GS]

Hi Keef69

Is both software of the device and the app upto date?

Glad to hear all sorted with the connection issue 🙂

Best,