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MR1971's avatar
MR1971
Tuning in
2 years ago
Solved

Can’t access WiFi or the Hub

Hello, apologies now if this question has already been addressed but I’ve scrolled through previous post and I’m at a loss as what to do next. 

We’ve had issues with our WiFi connection, dropping 5G connection and everything assigned to the 5G is not automatically moving onto the WiFi without 5G. I hope this makes sense as Virgin altered our setting without our say so as originally we had one name fur our WiFi and then we assumed if 5G was available, devices would automatically connect to it from non 5G. Tell me if I’m wrong here won’t you?
Anyway, the 5G WiFi keeps dropping and the devices connection is then lost. I’ve tried to go into the hub but the password is incorrect. I’ve tried rebooting the router but it’s still stating ‘password incorrect’. 
Please could someone help me? 😬🤦🏼‍♀️

  • A single SSID should be fine as devices should use whichever is best. Yes you are correct about the two bands - 2.4Ghz travels further but is slower and the opposite for 5Ghz. 

7 Replies

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    What Hub model is it.... Hub3/4/5/5x ?

    First thing is to get the password back - do this.

    Do a Hub “pinhole reset” - first make sure the 2 passwords on the Hub sticker are still there and legible first ! With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/want them to be.

    • MR1971's avatar
      MR1971
      Tuning in

      It’s a Hub 3.0. Thanks for the info! I’ll try this and let you know.  If it works and I can access through the hub, will all the devices need to be added again? 

      • jbrennand's avatar
        jbrennand
        Very Insightful Person

        If you login and change the SSID name(s?) and wifi password back to what you routinely use - then they should all just reconnect fine.