I got a new hub 5 yesterday to replace my hub 3 phoned up to get it activated then it kept saying the password was wrong even though I was in putting all the letters numbers in correctly so after phoning virgin back they said they would sent an engineer out on Wednesday, I asked if I could plug my old router back in and they said yes so I did.
know I have no internet at all as it won’t connect to the internet!!
Sometimes the password character printing is not great so a u is in fact a y, an o is a d, etc. Have a play around along these lines.
If you a phoning up to have it activated the only password you possibly require is the account password, not the hub password. Also if the old hub works the new one does not it has probably not been activated. Did you call the correct number, it’s NOT the usual customer services number.
Call the pre-installs team on 0800 052 1734 8AM- 9PM Monday - Friday or 8AM-6PM Saturday and Sunday
Forum TeamHi 4nomore
Welcome to the Community Forums.
Sorry to hear your hub has not activated as smoothly as we'd have liked.
You wouldn't be able to plug in your older router as only one router can be linked to the account at one time. Your new hub would have taken over the older hub when the order was completed.
We would recommend trying the pre-installation team as Tudor, has kindly advised, as they might be able to assist in activating the hub from the account. If not, the engineer will be able to assist you further on Wednesday. Please do keep us posted on how you get on.
If you need to cancel your appointment for Wednesday, you should see this via your online account here.
