Vodafone Broadband app - Sorry, we can't find your router

[PaulGee]

I know I'm a bit of a dummy compared to other members on here, but I am feeling very frustrated with being unable to connect the latest broadband app to my THG3000 router.

I open the app (android), log on then I get the below.

I am connected to the router WiFi, No VPN and I haven't got a clue what they are on about in the fourth suggestion as I can't find any options for 'Local Network' in device settings.

When I click 'Go to Settings' it just takes me to the standard WiFi settings screen and shows my current network.

I have done a factory reset of the router - no change.

'Chat' gave up on me and said they would pass my problem on to the 'back' team. However, 4 weeks later, I've heard nothing back.

Any kind pointers please?

[billhinge]

Don't worry about it, mine just says "nearly there" followed by swirly background then "Hmm, something's wrong", let me try that again, session id .......

I don't it was ever much use for anything from memory

Am I missing out on something?

[PaulGee]

Your probably right, it's just that it was working before I was forced over to fiber when renewing the contract  recently and then forced to update the app as I was told the old app I had would no longer work.

[CrimsonLiar]

You can try turning off mobile data on your phone and then trying the app, but if that doesn't work the only fix may well be to speak to customer services.  It's a problem with the app, not you!

[billhinge]

Yes tried that, but in the end of the day I use the computer UI to do anything and I plan to replace the UltraHub when I get alternate wifi sorted so just pointing out that its pretty poor  IMHO. Not sure what benefit it provides above the 192.168.1.1 UI?

[PaulGee]

Unfortunately turning off mobile data has had no effect. And as I've already experienced a long chat with Vodafone,  I don't hold out much hope of obtaining help from them. But thanks for your input.

[Jayach]

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@PaulGee wrote:
I am connected to the router WiFi, No VPN and I haven't got a clue what they are on about in the fourth suggestion as I can't find any options for 'Local Network' in device settings.

When I click 'Go to Settings' it just takes me to the standard WiFi settings screen and shows my current network.

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Your picture hasn't been moderated yet, but "Local Network" is here: 

[PaulGee]

Thanks. I've found this page in the router settings and it looks almost identical except Ipv6 is turned on. So I guess this is not the problem. 

[Cynric]

@PaulGee Did you try turning off IPv6? There have been issues with it fairly recently.

[PaulGee]

Yes, but still the same I'm afraid.