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New Hub5 VM Connect connection issue and Hub settings password issue

Smudge646
Joining in

on ‎03-10-2024 23:21

I just received my Hub 5 which was installed by an engineer. Yesterday everything worked ok but today  I tried to access the Hub settings but the access details on the label on the base of the unit has only been partially printed.  The hub settings only states http://192 and the password the first 8 characters. I can see that some characters from the password are missing. Is there anyway to find the password out?

The second issue is when connecting to the VM Connect App it cannot locate my hub at all. It’s all working and I have WiFi that works fine but the app will not connect to the hub. It just says “We can’t find your Hub”. I have tried re-booting re downloading the app etc etc but it will just not locate it. 

With the first issue combined with the second issue. Does this sound like a faulty hub? And will it be replaced? 

 
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Steven_L
Forum Team
Forum Team

on ‎07-10-2024 16:31

Hello Smudge646,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your new hub. We would need to send out a new hub to resolve the issues that you're experiencing. I can arrange that from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L 

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