Are you using your own router with the hub in modem mode?
If you are, you need to either make sure that you have your DNS set to use Virgin's (184.108.40.206, 220.127.116.11) or put the hub back to router mode and connect your V6 boxes to the hub. Reboot your V6's
Once you've done that you should be able to initialise the app. Once done, you can revert to your original set up.