Unable to connect Nest Hub max to virgin media

[sgoacher]

Hi everyone,

I'm not tech savvy, so apologies in advance. We've just switched to virgin media. I've factory reset our max hub, but when I go to connect it to the new network, it says:

"Your Nest Hub Max was set up successfully but can't be found. Make sure that your mobile device and Nest Hub Max are on the same Wi-Fi network.

Turn off AP isolation If AP isolation is enabled on your Wi-Fi router, you will need to disable it. Learn more here."

The Nest hub says connected, but the Home app doesn't recognise the device as being connected. 

I've looked on the Virgin media connect app etc. For help, but to no avail. 

Any insights would be truly appreciated.

Many thanks,

SG

[BrokeDownUnder · Accepted solution]

Hi, I was having this same problem for the past few days and have just sorted it. There doesn't appear to be an AP isolation feature on the new VM hubs. I did the below:

disabled VPN on the phone I was using.

Went into the WiFi settings on my Samsung and forgot every network I'd ever joined.

Placed the Nest device directly next to the router for the connection stage.

Its now connected and I've moved it back to the hallway without issue.

[sgoacher]

Hi @BrokeDownUnder - Thanks for getting back to me. That has resolved the issue! I didn't realise how may wifi spots I had saved! I've cleared all bar the main ones I use (work, relatives etc.) and it worked a treat.

Thank you!