Connect app

[ceedev]

Why can’t the Connect app see my hub 3

[Ilyas_Y]

Hey @ceedev, thanks for reaching out to us.

Can I ask if this issue is happening on one device or multiple devices on your Virgin Media services?

Kind regards.

[Kath_F]

Hi ceedev, 

Thanks for coming back to me on this one. 

I am due to catch up with the project team tomorrow on this. As it stands, it looks as though the fix has been working and it is slowly being rolled out. 

I will let them know you are still having the issues and will come back to you once I have any updates. 

Thanks for your patience on this one. 

Thanks, 

[ceedev]

Hi Ilyas,

My ipad is showing the same result as the iphone.

[Kath_F]

Hi ceedev, 

Thanks again for coming back to us on this one. 

As per above, I have fed this over to the project team and I hope to have an update on things shortly. 

Thanks, 

[ceedev]

Many thanks Kath. I’m on holiday at the moment so maybe we’ll have a solution when I get home.

[Tom_W1]

Hi @ceedev thanks a lot for your reply.

No problem at all - as soon as we have any updates, we'll be in touch.

In the meantime, have a great holiday!

Many thanks

[RetiredPaul]

Hi,

I am having the same problem.

I have tried to use the Connect app on both my Samsung A53 phone and mySamsung S6 tablet. Both are connected to the internet through Wifi off my hub 3 and are both showing a good signal.

I have downloaded the latest version of the app. I then ran through the network Set-up process on the app, several times on both devices, but each time it said it could not find the hub, even though the device is accessing the internet through the hub. 

Where do I go from here?

[ceedev]

I’ve just downloaded the updated app onto my iPhone but like you Paul, I’m having the same problem. I get two black dots dancing around on my screen then a message telling me it can’t find my hub. 

[Ernie_C]

Yes, the latest update seems to have broken a previously working app.

[ceedev]

The previous version didn’t work for me either.