Thanks for posting.
Have you got any VPN's active on that device? If not, as you've already tried the clear cache/data then I'm afraid it's part of a known issue which we're working on fixing asap.
Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill
I'm having the same issues just had a new router fitted after lightning fried our local area now connect app can't find router. I've tried everything from reinstalling router, app and clearing cache but still no joy.
I've only been with virgin for a month and it's been a month of issues the lightning strike aside the service has been really poor.
Thank you for posting.
I am very sorry to hear your app is having trouble finding the equipment.
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.
Pop back and keep us posted.