VirginConnect App Doesn't Recognise Hub

[Harpa]

Am trying to install the VirginConnect app, but it says "We can't find your Hub". I have a Hub3 which works fine, all other devices are connected, including the iPhone 12 I'm trying to install the app on. Please advise.

[David_Bn]

Thanks for your post and welcome back to our Forums @Harpa!

Can you please attempt a pin hole reset on the hub for me, to see if this then allows you to find your hub on the Connect App?

Kindest regards,

David_Bn

[Harpa]

Hi! Sorry not to reply earlier -- I managed to get a hold of Virgin Tech support who downloaded an update to my Hub3 and this fixed the problem.

Thanks!

[Molly_T]

Hi Harpa, 

Thanks so much for returning to the public thread to let us know! Really glad to hear the team were able to help get this resolved for you!

Please do get back in touch if there is anything outstanding you need our support with. 

All the best