Thanks for posting. Sorry to hear you're having issues with the Connect App. Have you tried deleting and re-installing the app since putting the new hub in?
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We're 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.
mine just sorted itself out, I had an engineer booked to come out and I thought I’d wait to ask him to have a look, but when it was sorted when he arrived. One thing I noticed was there was a green light on the hub for some time after set up but internet/Wi-Fi was working so I presumed that was correct. I noticed it had turned white when the app started working.
Hi there @alshanky
Thank you so much for your first post and welcome to the community forums, it's great to have you here.
I'm so sorry to hear that you are facing this issue with your services!
Can I just confirm have you been able to try all the checks mentioned earlier in the thread by our staff member Natalie?