Unable to connect Vodafone Broadband App to Hub (THG3000 aka VOX 3.0)

[m1kegibson]

I had to do a factory reset on my hub after upgrading to Vodafone 910 broadband.

Having done so I thought I would re-visit the Broadband App which I have not used for a long time.

After starting the app I logged in and then it states that a "new device" has been found asking what kind of device I want to connect to giving the option of 3 types of vodafone hub - Home (image of Ultra Hub), Power Hub or Vox.  As my hub is a Vox, I tap that image but am then greeted with an error "Sorry, we can't find selected router" with the explanation ""Sorry, we can't find selected router on your account.  Please contact Customer Care ...".

I have tried deleting and reinstalling the app but no difference.

Anyone have any idea why this happens?

[Charlotte]

Hello, @m1kegibson. I hope you're well.

I understand that you're having some trouble with the app connectivity following an upgrade and reset of your router. As you've mentioned upgrading, I'd recommend reaching out to the Broadband Support Team via Live Chat here or by calling up on 03333 040 191, so that they can make sure that your router is still provisioned correctly following the upgrade, as it could be that we need to tweak a few settings on our end for you.