Wifi Pod not showing on connect app

[AHuss786]

I changed from Hub 3 to Hub 5, and my Wifi Pod was connected to the Hub 3 and I had got the wifi pod connected to the Hub 5 and it has a white light, and it doesn’t show up on my connect app. I don’t know what to do because I’ve been waiting for the Pod to show up on the app. 

[jbrennand]

Is the Pod working OK as it should - that is - did work when on the Hub3 ?

[AHuss786]

I clicked the Solution button by accident but yes it worked with my hub and i contacted customer services and they connected it to the new hub 5 and the pod shows a white light and is not connecting to the hub & it doesn’t show on the app

[jbrennand]

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@AHuss786 wrote:they connected it to the new hub 5 and the pod shows a white light and is not connecting to the hub & it doesn’t show on the app

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Forget the App for now but as its not connecting to the new Hub5 I would suspect it isn't paired correctly to the Hub on your account.

Call the equipment activation number on - 0800 953 9500 (follow options) and check with them. You will need to hand, the Model numbers, serial numbers/MAC addresses off the barcode stickers of ALL pieces of kit and also your account number