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Hub5 - VM connect can't find.

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I'm having an issue since my hub 5 was installed. VM hub will not find it when launched. Gone through new setup, ensured VPN off and connected to the network. Always fails.




Forum Team
Forum Team

Hi @SteveW87, thank you for your post.

We're sorry to hear about the issue you're having 😔

When you refer to the "VM hub", do you mean the Virgin Media Connect app? If so, are you getting any error messages or codes showing on the app when it fails to find the Hub 5?

Please pop back to us at your earliest convenience.


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Apologies I wasn't very clear.


Since the hub 5 was installed, the VM connect app will not find it. No error messages, just says it cannot find the hub.

Hey SteveW87, thank you for reaching out and I am so sorry to hear this.

With it being a new hub sometimes it can take a few days, however you can try these steps.


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. 


By doing this it should allow the hub to be seen again. Cheers 

Matt - Forum Team

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