Vm connect will not connect to hub 5

[MattyC2]

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?

[Zach_R]

Hi @MattyC2,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm very sorry to hear you've been having some issues with the Connect App detecting and connecting to your router. Is this ongoing for you today or is your Connect App now working with the new router?

Thanks,
 

[MattyC2]

Nope, it consistently tells me it couldn't find the hub or that connection was lost. 

[Ashleigh_C]

I'm so sorry to hear this @MattyC2 and thank you for popping back to us. 

Can I ask if you have been able to try the app on another device at all?

[MattyC2]

I've tried it on other devices. I have uninstalled the app, reinstalled. I have cleared the cache.

I can access the hub when using the web address. I'm actively using the hub but it consistently tells me that it's not connected. 

If I choose the option that my hub is already installed I get a message saying it can't connect to this type of modem

 

[Sephiroth]

Ditch the wretched Connect app.  Source of all trouble and will continue to be so.  Delete it from all your platforms and rely on the GUI interface to the Hub 5.

[MattyC2]

are you able to disconnect devices from WiFi like you can in the app?

[Alex_RM]

Hi MattyC2,

Can you confirm if you have a VPN on the device you're using? Or unknowingly through a security app on the device?

Alex_Rm

[Sephiroth]

Haven't you read the OP's first post saying he doesn't use a VPN?  You can't help solve a problem when you haven't properly read through what the customer has told you.

Anyway, it's the wretched CONNECT app that's at fault - see all the other threads with this problem..  Is the Forum Team blind to this or have you been muzzled by those upstairs?