Hub 5 not found by Connect App

[Exstol]

I have upgraded to Hub 5 and 1 GB BB. The connect app cannot find the hub. It is working and I have followed all the advice I can find, checked everything again, rebooted, reinstalled etc. 

Any other advice out there? VM have not helped. It proves impossible to talk to a real human. 

When I do the technical check it reports intermittent issues. VM then say check back in 24 hours.

Our cable got cut a while back on the road and had to be spliced. I wonder if this is the cause. Not getting the service I am paying a lot for. 😒 

[Client62 · Accepted solution]

VM Connect App

There are couple things required to make the VM Connect app work with a Hub in Router mode:

1) Not using a VPN or VPN like tools on the mobile, use this https://whatismyipaddress.com/  check the ISP is shown as Virgin Media Limited.

2) If the ISP is VM, VM's back end systems have not yet updated to reflect the current Hub. For the time being manage the Hub via its menus at http://192.168.0.1/

[Gareth_L]

Hello Exstol.

Thanks for your first post and welcome to our Community.

Sorry to hear about the issue with the Connect App and the new Hub5.

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. A reboot usually resolves this. We are investigating this as a high priority. Apologies for any inconvenience.

Was there anything you needed to check in particular?

Gareth_L

[Exstol]

Thanks Gareth, I want to check the WiFi strength around the house. We seem to get very intermittent signal strength. 

[Client62]

Any free WiFi Analyser app for a mobile will show the signal strength and also all other WiFi signals in your locality.