V media connect app does not connect to hub

[Mst1811]

I can’t get virgin media connect app to connect to my Hub3. Have reinstalled app and restarted Hub       Any suggestions?

[Matthew_ML]

Hey Mst1811, thank you for reaching out and I am sorry you having some issues with the app.

Please can you confirm if the app is fully updated to the latest software?

What phone do you have is it iPhone or Android? Thanks

[Mst1811]

Matt.  App is just downloaded (again). Trying in iPhone & iPad. After multiple attempt it sometimes connects, then the next time I try it fails again. Repeatedly dowloaded and reinstalled. 

[Martin_N]

Thank you for keeping us updated with regards to that. I am sorry to hear this issue ongoing. 

What does it specifically advise on the hub page? 

^Martin

[Mst1811]

The app tells me I am out of range of the Hub when I am right next to it. Both my iPhone and iPad do it repeatedly. The only way I can get a connection is to keep trying many times, or uninstall and reload app. 

[Jodi_S]

Hi Mst1811

Thanks for coming back to us. As it's been a short while since you last posted, have you managed to download the Connect app on your iPad or iPhone yet?

Kind regards Jodi. 

[Mst1811]

If you look at my responses you will see that I have downloaded the Connect app many times and it work very inconsistently. It works immediately after download. But when I try again a few hours / days later, none of my devices will connect with the exceedingly unhelpful message that I am out of range (when sitting next to the Hub). The issue remains that there is a consistency issue with the App that means the customer is continually having to uninstall and reinstall the app if they want to connect to it.

[Martin_N]

Thank you for that information Mst1811.

We would like to look into this further for you. 

What I will do is private message you to confirm some details and pass data protection. 

^Martin