Virgin Media Connect App not connecting to Hub 3

[shobhit2023]

I have connected Hub 3 via coaxial cable and it automatically activated, I am able to connect to WiFi. After the activation I have installed virgin media connect  app but it is keep installing the hub 3 for long time and then failed with message “We can’t find your hub”. I have tried following.

1) restarted the hub

2) reinstalled app

3) reset hub to Factory Setting

4) No password or any other configuration has been changed.

Is someone faced this issue, please help.

Thanks,

Shobhit

[carl_pearce]

Trying logging into the HUB from a PC (192.168.0.1), action the initial setup, then try again.

[shobhit2023]

Thanks  Carl_pierce for quick response. 

I have tried to login through PC but actually don’t require any settings to be changed for now except default admin password and wifi name and password.

I have updated the admin password and restarted the hub but not resolved yet.

[Kain_W]

Hi there shobhit2023,

Thanks for raising this and welcome to the community. 

Can I ask have you ever been able to connect through to the connect App?

Also when was the service installed?

Let us know,

[shobhit2023]

It was never connected. The service was automatically installed on 12th Aug by connecting hub to virgin media termination point.

[Adri_G · Accepted solution]

Thanks for confirming this, shobhit2023. 

Sorry to see nothing has worked, could you please let us know if you've managed to sort it out since you last posted or still need our help? 

We're recently launched a new version of the App that fixed a lot of issues, could you please try re-installing the App once more and let us know how it goes, in case you're still experiencing this? Let us know, cheers

[shobhit2023]

After deleting and downloading the latest version (12.20.14) of virgin media connect ios app, I am able to connect to him b and without any issues

[Kath_F]

Hi shobhit2023, 

Thanks for coming back to us and letting us know things are working as this should be now. 

If you have any further issues, come back and let us know. 

Thanks, 

[Apmarlow1977]

Hi. 
mom having same problem. Have been able to connect to hub previously to activate guest network. Need to activate guest network again but unable to connect to hub. Have reset the hub, deleted and reinstalled app to latest version but still the same, 

[Martin_N]

Hi Apmarlow1977,

We're sorry to hear you're having an issue with the Connect App recognising your hub. 

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,

^Martin