Why two TV boxes showing in VM Connect app?

[Almedia]

I wonder if anyone has experienced this in the VM Connect (iOS) app whereby having successfully set up my second WiFi Pod, “My network” now shows two TV boxes when I only have one TV 360 box. The original TV box is showing as “Not connected” but there appears to be no way of removing it which is frustrating. I would naturally love to hear from anyone out there who might have a solution other than restarting or resetting the Hub 5 as this has already been done. Thank you.

[Natalie_L]

Hi Almedia, 

Thank you for reaching out to us here on the Community. 

We are sorry to hear you are experiencing issues with the Connect App. 

Can you please confirm if removing the app and reinstalling it resolves the issue?

Thanks, 

[Almedia]

Hi Nat, thank you for your reply. I have just tried that, removing it completely from my iPhone and then freshly downloading and installing it again, but sadly I still show the two TV boxes.

[Natalie_L]

Thank you for your reply. 

Can you please confirm if you have removed the app data as well as the app itself?

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.

Thanks, 

[Almedia]

Hi Nat, I did go to Settings > My name > iCloud > Manage Account Storage, but as expected, Connect app does not appear in the list there. However, just to make doubly sure, I then went to General > iPhone Storage > Connect app > Delete App which again deleted the app and all related data from my iPhone. I again re-downloaded and installed the app and once again I can see two TV boxes which is most peculiar. Everything else appears normal and I can see the two WiFi Pods but why it insists on doubling-up on the TV boxes, I just don't know. I have never had more than one TV box. I do wonder whether the Connect app team are aware of this bug? I stress that this only became an issue after the installation of the second WiFi Pod. I do appreciate you trying to help me with this.

[Natalie_L]

Thank you for trying and letting us know. 

I am going to feed this back to the team to review further. 

We will provide an update as soon as it becomes available. 

Thanks, 

[Cal303]

Hi,

I also have this issue. When setting it up I think I manually added the tv box some how, then when I went on the Home Screen I saw it had asked me to set up my tv box or add it to the network. So I clicked it and now I have two on there as well. 

I was also wondering about how to set it so they are included in the same ‘Living room’ instead of Living room (2) for example. 

Thanks 

[Akua_A]

Hi @Cal303 ,

Welcome to our community forums and thank you for your first posts. 

Sorry to hear you are having this duplicate issue with the Connect app. We want to do our best to help. Just to confirm, have you tried deleting the app and re-installing it to see what happens? Also, can you further expand on your query about including the boxes in the same room so we can best understand and help?

Thanks,

[Cal303]

Thanks for replying,

I have tried to uninstall and re-download, checking to delete data. With no luck. 

On the ‘My network’ section of the Broadband tab. It shows two TV boxes in two different Living rooms. However I only have one TV box. 

Thanks

[Paulina_Z]

Hi @Cal303,

Thanks for coming back to us. Are you able to manage the added devices on your Connect App to potentially delete one of them?

Please take a look and let us know how you get on.

Thanks!