Connect app not seeing hub 5

[SimonQ]

Hello, yep you guessed it  i have same problem only had virgin for 4 days are they going to fix this glitch?

[John_GS · Accepted solution]

Hi @SimonQ 

Thanks for posting and welcome to the community. Please do make your own thread in future 🙂 we've moved it for you this time.

I am sorry to hear you're having issues with the Connect App.

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,

[parcelman]

Me too same issue just came back hoping things would be better how wrong was I 

[Adduxi]

It can take several days for the Connect app backend to catch up with the installed Hubs.  Just persevere and it should work eventually.  Note the requirement above for VPN's and iOS Private Relay must not be used.  Just make sure you are using the VM Hub's wifi when attempting to pair.