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Connect app

cjohn1969
Tuning in

I had a upgrade on broadband and now the connect app can’t detect the new hub,it’s the hub 5.0

1 ACCEPTED SOLUTION

Accepted Solutions

jbrennand
Very Insightful Person
Very Insightful Person
see this...
_______________________

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

Note the number of new threads on here complaining of App issues. >10 today alone.

A VM person will respond here in a day or two and comment on what you can try.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

See where this Helpful Answer was posted

2 REPLIES 2

jbrennand
Very Insightful Person
Very Insightful Person
see this...
_______________________

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

Note the number of new threads on here complaining of App issues. >10 today alone.

A VM person will respond here in a day or two and comment on what you can try.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

David_Bn
Forum Team
Forum Team

Good Morning @cjohn1969, thanks for your post, and welcome back to our Community Forums!

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. 

Thanks, 

David_Bn