WiFi working but hub4 not found in VM connect app

[Chiggins23]

• WiFi working but hub4 not found in VM connect app. Blank page comes up when try 192.168.0.1. Have tried resetting hub to factory settings. Please help.

[dhairbus]

A full 60 second reset may clear the issue (but for me the fault re-appeared within a day). 

It's becoming a common issue lot's of threads but in reality the Hub 4 is failing/faulty or the firmware has a serious bug. I have spent many times calling this in and the customer support is a disgrace. Customer Support told me a replacement HUB would be sent still waiting and now told nothing wrong and no replacement HUB ordered If it's not in their "script" they cannot help. Raise a complaint. VM know there is an issue but don't acknowledge the fact. 

Virgin Media was the most complained about..........OFCOM

OFCOM need to start getting serious  suppliers who do not perform to a minimum standard and hit them with really heavy penalties.VM pay lip service to customer complaints.

[Matthew_ML]

Hey Chiggins23, thank you for reaching out and I am so sorry to hear this.

If this is a new hub a reset may help, did the advice help of a full reset?

Please do let us know.

[Chiggins23]

Hi, full reset has not solved the problem. What else can you suggest please?

[Daniel_Et]

Hi @Chiggins23, thank you for your response. 

Have you tried uninstalling and reinstalling the app? 

Also, can you please confirm the type of device you currently have it installed on?

Regards,
Daniel

[Chiggins23]

Yes, tried uninstalling the app. I’m using the app on an iPhone. Thanks.

[Client62]

If after a 60 second reset, the Hub 4 admin menu is not working, the Hub 4 has failed.
Request a replacement.

[Gareth_L]

Hello Chiggins23.

Sorry to hear this is still ongoing.

I am happy to look at sending a replacement Hub4 out for you.

If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L