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!!
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
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.
