Hub 5 & Virgin Media Connect App

[Schmill]

I've used the Virgin Media Connect App (Android) for years with my Super Hub 3 without issue and it worked really well.

I recently got "upgraded" to the Hub 5 and was told to use the Connect App to connect to the router and do a survey of my home to determine whether I needed any wifi boosters; however the connect app refuses to connect to the Hub 5 at all. Any time I try to connect to the hub from the app it says it cannot locate the hub and I should do the installation again (which I've tried) and it ends up at the same place.

I've tried deleting all stored data , clearing the cache, same result.

Hub 5 details:

Hardware version: 1.1

Software version: LG-RDK_3.18.30-2112.12

UPDATE: This morning I deleted the app entirely from my phone, reinstalled it, and now when I try to "sign in with virgin media account" it shows "Sorry - We couldn't connect you to the server. Please try again in a moment"

[Kath_F · Accepted solution]

Hi Schmill, 

Thanks for your post and it's great having you back in the Community with us. We're sorry to hear you're having an issue with the Connect App recognising your new 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, 

[JohnGW75]

This known issue you talk about, if it is that has been there for 12months plus, with engineers saying the connect app doesn't work on hub 4 or 5, but tech support saying no issue's, so who are we meant to believe.

[Schmill]

Hi Kath, many thanks for your reply.

I had done all of those things before, and it made no difference. That said the app seems to have just started working now, so fingers crossed it was the "known error" that you spoke of.

[akastu]

I am having the same connection problems with the connect app on my iPad running iPadOS 15.7, having just switched from a Hub 3 to a Hub 5.

I’ve tried what you suggested in clearing the data from iCloud although the connect app wasn’t actually listed there so there was nothing to delete. There was an old iPad backup that had the app listed so I deleted that just to see if it helped but it didn’t.

Also tried deleting the connect app and it’s data, restarting, reinstalling the connect app and trying again. No matter what I try I constantly get this:

 
So I’m wondering what my next steps are?

UPDATE

Tried the same steps on my iPhone running iOS 16.0.3. Had the same amount of joy but am now getting this error:

[JohnGW75]

Hi akastu,

That is what I've been getting for a year or so on the hub 3, it worked then stopped, and then hub 4 & 5 never worked and had those 2 errors you have, vm just need to stop lying, pull their finger out and fix it.

[akastu]

 

So got home after work and tried again, and what do you know it’s working!

[Alex_RM]

Hi akastu,

Great to hear you've managed to get things working.

Let us know if you do have any further issues.

Alex_Rm

[Maria1970]

Can somebody help me before I lose my mind.

I had a new Hub 5 fitted on Monday.  Since then me and my husband cannot access our work VPN (Global Protect) so are unable to work basically.

I was on the phone with Virgin Media last night for almost two hours, I was passed around a few technical teams.

I phoned again this morning and VM have stated that it is not a fault on their side but with my organisation.  I confirmed that this was not the case, as since I had my Hub 3 removed this has caused this issue.   They disagreed again despite me confirming that our IT dept have been dealing with this issue for a number of colleagues so it does exist. 

I have now requested an engineer to come to my home on Monday, and if they don't find a fault with the Broadband then VM will charge me £25. I explained it wasn't an issue with the broadband but once again, they didn't listen.

I have asked for my Hub 3, but they said no I can't have it as it won't cope with the new speed, I confirmed I didn't need the new speed and would like to revert back to my old contract.  They informed me that this would take 30 days!  Meanwhile my husband and I who work from home now have to travel into the office.

I am so upset 

Help!

[Paul_DN]

Hi Maria1970,

Thank you for reaching out to us in our community and welcome, really sorry to see you are facing issues with your work VPN since your Hub was swapped to a Hub 5.0 and that you are unable to switch back for 30 days.

Do you still have your Hub 3.0?

Regards

Paul.