App not finding replacement hub3

[Leekalal]

Hi all

I've had a faulty hub3 replaced with a new one. Now my virgin media app can't find my hub 

How do I fix?

[Gareth_L]

Hello Leekalal.

Thank you very much for joining our Community.
Can I just apologise for issues connecting to the new hub.

Have you managed to resolve this issue since your post?

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. A reboot usually resolves this. We are investigating this as a high priority. Apologies for any inconvenience.

Gareth_L

[Leekalal]

Hi Gareth 

No I haven't resolved this yet

[Adri_G]

Hell Leekalal, thanks for your posts and replies.

Sorry to see the issue is still ongoing, have there been any improvements since you last posted here on Thursday?
Have you managed to reboot the hub and/or uninstall and re-install the Connect App to see if this restores the issue?

Let us know of any updates, happy to help if you're still facing problems.

[Leekalal]

No its not sorting virgin customer service is awful and everyone I've spoke to there are very rude .

[Matthew_ML]

Hey Leekalal, thank you for reaching out and letting us know this I am really sorry to hear about your experience. 

If you would like to make a complaint about this I would be happy to do this for you.

Or if you want to provide me feedback for me to pass on we can do this, please do let me know. Thanks 

[satinderk]

Hi,

Replacement Hub3 is working, internet is working, phone and devices all working fine except

Connect App not finding the Hub. I have reinstalled the App. Still no luck. 

Sky Q cannot connect to new hub3 either.

Any advice guys?

[Natalie_L]

Hi satinderk, 

Thank you for posting to us here on the Community. 

We are sorry to hear you have been experiencing some issues with the Connect app and your Sky Q box not connecting to the Hub. 

Have you tried the app on another device to see if this works? 

If your device is completely up to date with software, we would recommend removing the app data as well as the app before reinstalling it. 

Please let us know how you get on. 

Thanks, 

[satinderk]

Have had horrendous broadband issues with the virgin router.  Had 3 engineer visits and another scheduled for tomorrow.        I got my daughter to run LAN cables between all the sky boxes to the router to see tv.

Regards

Satinder

[Paulina_Z]

Hi @satinderk,

Thank you for coming back to us. Can you tell us how your appointment went?

I've taken a look at your power levels on our system and cannot see any issues on our side. Is your connection better than before?

Please keep us updated so that we can help if needed.

Thank you.