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.

[Cal303]

No. I can’t see any option to do so

[Paulina_Z]

Hi @Cal303,

Does this option not come up after selecting the device? This should be available once the dedicated device is selected on the App.

Thanks!

[Cal303]

Are you on about in the ‘my network section?

[Paulina_Z]

Hi @Cal303,

Yes, you should be able to select specific devices and amend them if needed.

How is the additional TV box on the Connect App impacting you at this moment? 

[Cal303]

I can click on each tv box on the ‘my network’ section. And it just shows the details section, and where it it located. Both are identical. And I don’t know which is the real one?

[Almedia]

If I can come back in here, I can confirm that Cal303 is correct in that there is currently no option to remove/delete the duplicate TV Box in the Connect app. In my case, when the TV Box is being used, I can see that particular entry as “connected via Ethernet” which is correct and the other TV Box entry that I would like to remove as “Not Connected” so I am aware which is the live one. I did try disconnecting my TV 360 box from the Ethernet connection on the WiFi Pod and restarting the app but the duplicate entry is still there. For me, it is not really affecting function overall but it is just frustrating as it is clearly just another glitch in the Connect app. I would obviously like to know where the app is picking up its erroneous information from.

[Megan_L]

Hi Cal303, 

Thanks for coming back to us about this issue with your Connect App, I can certainly see why it's frustrating if you're not able to see which one is which. 

As a work around, are you able to do what @Almedia has done - Plug an ethernet cable into the TV Box so that it shows a different connection? 

This can be a temporary measure until we have more information about this. 

Thanks,

Megan_L

[Cal303]

Hi, 

the TV box already is connected via Ethernet 

[Gareth_L]

Hi Cal303.

That is very strange, Has it ever been connected over WIfi in the past?

Gareth_L

[Almedia]

Hi Gareth, in answer to your question, my TV 360 box was originally connected to WiFi for a period before I then connected it via Ethernet, so its connection status did change when I installed the second WiFi Pod in that area, which then enabled me to connect via Ethernet. From that time, the app has since showed two TV boxes albeit the real active one only displayed as being connected. When you select the duplicate TV box, you can only change the location name and you cannot remove/delete it. Rebooting the hub, switching off and on the WiFi Pods, disconnecting and re-connecting the Ethernet leads and deleting and re-installing the Connect app does not cure the issue.