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Vm connect will not connect to hub 5

MattyC2
Joining in

I've just got a hub 5 (been installed for 6 days now) and the Connect App will not see it. 

I have restarted the hub, tried rebooting, deleted the app, deleted and reinstalled the app but nothing works. I don't use a VPN. 

Any suggestions?

1 ACCEPTED SOLUTION

Accepted Solutions

Client62
Legend

Assuming your Hub 5 is in Router mode, that suggests VM's back end systems have still not updated with the details of your Hub.   All you can do it wait a few days and try again. Don't bother rebooting the VM Hub, that is not the problem / not a fix.

See where this Helpful Answer was posted

17 REPLIES 17

Adduxi
Very Insightful Person
Very Insightful Person

Manage the Hub via the admin console and forget the app.

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Graham_A
Very Insightful Person
Very Insightful Person

The only issue with that advice is that since around February 2024 the direct Hub 5 gui interface no longer allows the user to change the name of connected devices.  The only way to do this is via the Connect App but even then the changes are not replicated in the Hub gui.

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Client62
Legend

The one reason for use of the Connect app with the Router mode Hub 5 is to Disable Smart Security. 

Once that is done, the Connect app can + should be deleted.

How do I do that?

Client62
Legend

If you use an iPhone make sure the VPN also known as Apple Relay is disabled.

What is the exact wording of error message from the Connect app ... a screen shot would help ?

Adduxi
Very Insightful Person
Very Insightful Person

@Graham_A wrote:

<snip>  The only way to do this is via the Connect App but even then the changes are not replicated in the Hub gui.


So another fail for the app in not propagating the information to the Hub's GUI ?  Excellent .....

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How do you do that please?

Screenshot_20240702_192351_VM Connect.jpg

Client62
Legend

Assuming your Hub 5 is in Router mode, that suggests VM's back end systems have still not updated with the details of your Hub.   All you can do it wait a few days and try again. Don't bother rebooting the VM Hub, that is not the problem / not a fix.