I have today 12/7/23 received my new Hub 5. My internet and wifi on most(not all) of my devices are working as expected.The problem arises when I go to the router page, after selecting English as the language, it takes me to a screen that requires the settings password and this is where the problems start. I have tried many times to login and even done a pinhole reset for 60 seconds all to no avail, I'm always told that the password is incorrect, and thus I can't get into the router to make any changes and setup some of my smart wifi plugs etc.I do have a photograph or the password on the bottom of the router if it's required. I must admit that some of the symbols look very odd. For example what looks like a lower case e on closer inspection doesn't look like a lower case e at all. It's definitely not a zero as I have tried that without any success.I'm seriously considering reconnecting my Hub 3Any help would be most appreciated.

Hey howardhopkinson, thank you for reaching out and I am so sorry to hear about this. Is it asking for the actually router password and not the WIFI password? This also should be at the bottom of the box. Your router will be selected at English as a default. Cheers

Okay no worries, and is the router not accepting it? Also what other changes were you trying to make apart from the language ? Cheers

Okay thank you for letting me know. I would do a pin hole reset so this will go back to the factory settings, once this has been done the password should work without a problem. If it doesn't please let us know. Cheers

Thank you for sending this pic over. So when you put that password in letter for letter it says its invalid or is it only sometimes it saying invalid and the other times its working? I would also look at deleting the last post once you have confirmed so nobody else can try to log in and change any settings. Cheers

Passwords are normally this complex due to the natural of it, I will send you a PM so we can look into this password in a private space where you can resend this photo. Please look out for my message in your inbox. Cheers

New Hub 5 Settings Password Not Recognised | Virgin Media Community

22 Replies

Matthew_ML
Forum Team
2 years ago
Hey howardhopkinson, thank you for reaching out and I am so sorry to hear about this.

Is it asking for the actually router password and not the WIFI password?

This also should be at the bottom of the box.

Your router will be selected at English as a default. Cheers
- howardhopkinson
  On our wavelength
  2 years ago
  Yes, it's definitely asking for the settings password, the one on the bottom of the router.
  - Matthew_ML
    Forum Team
    2 years ago
    Okay no worries, and is the router not accepting it?
    
    Also what other changes were you trying to make apart from the language ? Cheers
howardhopkinson
On our wavelength
2 years ago
This topic is now solved.
The engineer sorted it out by simply changing the connecter once that was done everything worked as it should.
Thank you to Mathew and the virgin engineer.
- Spoony36
  Superfast
  2 years ago
  What do you mean, changed the connector as i have the same exact problem where a brand new hub 5 wont accept the password. Like you the final digit is the dodgy one i think. I've tried the number 0, small letter o, Capital O,6,8 and everytime im getting invalid password and did the pinhole reset suggested but issue still exists
  - Adduxi
    Very Insightful Person
    2 years ago
    Try a lower case e. ?
Natalie_L
Forum Team (Retired)
2 years ago
Thank you for updating the thread and letting us know the issue is not resolved.

Please do reach out if we can assist in the future and we will be happy to help.

Thanks,
- hethers_
  Tuning in
  9 months ago
  Hello, I’m having the same issue cannot access my Hub 5 settings, factory reset the hub still no access.
  
  Any tips?
  
  many thanks
  - goslow
    Alessandro Volta
    9 months ago
    Aside from poor printing on the hub sticker, the most common reason for failure to access the hub interface is customers typing the wifi password instead of the settings password shown below in red
    https://community.virginmedia.com/t5/Forum-Archive/Hub-5-web-interface-password/m-p/4856213#M2934633
    If you are using the settings password and you have done the reset procedure above and checked for poor printing on the hub sticker you may need further help from the VM forum team.