Hey Kennewby, thank you for for reaching out and I am sorry you are struggling to get onto to the connect app.
The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that:
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.
If this also fails then we currently have a known error with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority.
everything works within the app EXCEPT speed tests - thats when I get the message telling me i ned to be connected to the hub even though I actually am.
This is the issue I'm asking for help with.
Just to be clear, again
the app works, it is connected to the hub, it is connected over my wifi, its not on a VPN or anything else - it just tells me I'm NOT connected to the hub when i try to run a speed test - this is the error in the app.
So I cannot run a speed test within the app due to this error within the app (I have the app on 2 different devices- both been re-installed many times)
So I cannot order a max pod using the app.
I've asked on this forum if I can order one - many times - but I cannot get an answer.
Here’s a screenshot from my IPad, it’s connected to WiFi, this is what is happening with the virgin connect app.
you can see the full WiFi bars, the WiFi on the iPad is working fine, the connect app connects to the hub, shows me all my connected devices tells me they’re all “great” connection speeds (including my Google Pixel XL even though the WiFi doesn’t work the phone? Full bars on it as well but horrendously bad experience trying to use WiFi on it (at home on WiFi, works on other peoples WiFi everywhere else without any issues). Speedtest results using fast.com, Ookla, google, SamKnows, of 0.03Mbps and sometimes FAILED test results on the phone)
on the virgin connect app I try and run a speedtest and it says I need to be connected, When I definitely am connected to the hubs WiFi , I click connect and it loops back and tells me I need to be connected.
it’s been installed many times, on different devices, I don’t use a vpn, everything is updated. I have a hub 5. Any ideas?