Connect app cannot find my hub3

[Ukallen]

Hi, the Connect App can never find my VM Hub3 but the broadband sevice is working fine. I already did all suggested action like hub and app re-installation, device os and app verion upgrade, tried to use the app in different devices, however, it still doesn't work.

[jbrennand]

see this...
_______________________

The connect App has recently become "buggy" after upgrading its firmware.

Note the large number of new threads on here complaining of App issues. Search through them and see if any of the fixes reported in any of them work for you

[Ukallen]

Thanks very much John for your advice, I already read all the related threads and tried different suggested resolution, unfortunately, the result is negative. 

[Nathan_B]

Hi there @Ukallen, welcome to our forum and thanks for your post.

 

I'm sorry to hear you're having an issue with the Connect App recognising your hub. 
 

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. 
 

Pop back and keep us posted. 
 

Regards

Nathan 

[Ukallen]

Hi Nathan,

Thank you for your reply. I came across the same recommendation from other thread, I already tried all those steps but it still doesn't work. Appreciate you further follow up on this.

Regards

Ukallen

[Ilyas_Y · Accepted solution]

Hi @Ukallen, thanks for the reply on the forums.

May I ask if you're able to hard reset the Virgin Media hub?
Pop a pin in the reset pin hole for 40 seconds, located at the back of the hub.
Let us know how it goes and whether or not it connects to the app.

Kind regards,
Ilyas.

[Ukallen]

Hi Llyas, 

I tried the hub reset too, result is negative.

Allen

[Kain_W]

Thanks for the response Ukallen,

Many apologies for this as our team are still investigating some instances where this happens.

Just to ask were you able to gain access at all?

Let us know,

[Ukallen]

Hi Kain,

I were not able to gain access at all 

Ukallen

[Robert_P]

Thanks for the update UKallen, this is being looked into by the development team and as soon as we have anymore information we will let you know. Apologies for the inconvenience. 

Rob