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My connect app can't find my newly installed hub 5

DaveThorn
Joining in

Hi,

I upgraded yesterday and now my connect app can't find the hub 5.

I see this has been a reoccurring problem but I can't see how it has been resolved. I've reinstalled the app and reset the hub.

Thanks.

Dave

 

1 ACCEPTED SOLUTION

Accepted Solutions

Adduxi
Very Insightful Person
Very Insightful Person

It seems in some cases the app "backend" database needs a few days to catch up with new Hub installs.  For some other the app never seems to work, and for some it does.  So persevere for a few days.

In etiher case, if you wait here a couple of days a VM Mod will pick this up and assist you.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

See where this Helpful Answer was posted

5 REPLIES 5

Adduxi
Very Insightful Person
Very Insightful Person

It seems in some cases the app "backend" database needs a few days to catch up with new Hub installs.  For some other the app never seems to work, and for some it does.  So persevere for a few days.

In etiher case, if you wait here a couple of days a VM Mod will pick this up and assist you.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

This still isn't working and I see it's a common problem

Hi DaveThorn 👋

Welcome back to community! Thanks for returning with an update. Sorry to hear you are still experiencing some issues with your hub and the connect app recognising each other. 

Are you experiencing any issues with your connection or Wi-Fi Coverage we should be aware of? (So we can offer support if this is the reason you discovered the issue with the connect app working?)
It does look as though you have also been back in touch with us since posting. Hopefully this helped resolve things but if you are still having issues, or require any support with a fault please let us know so we can help!

Just in case you haven't tried the following yet it is also worth;

-Completing a pinhole reset on the hub, to see if the app will connect after this

-Deleting and re-installing the app on the device you are using. 

This just allows for any bug fixes/updates to install, and can resolve some connectivity issues. 
Let us know how you are getting on and we can move forwards from there. Thanks for your patience in the meantime! All the best. 🌞

Molly

Hi Molly,

I tried all of those. Got an engineer coming out on Tuesday.

Thanks for your help

Reece_MH
Forum Team (Retired)
Forum Team (Retired)

Hi DaveThorn 👋

Thanks for providing us an update on this. Please let us know how the visit goes, and if needed, we'll be more than happy to assist you further 👍

Cheers,

Reece - Forum Team


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